ComplaintsforNissan of Venice

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Deceptive business practices that need to be exposed. I have attached an outline of events. I have tried to resolve this with so many different people and no one will respond. They need to undo this deal and give me my money back so that I can find a reputable dealer.

  Business response

  07/04/2024

  Afternoon,

  To start I am attaching 2 documents for review.  ****** 1 is the original worksheet and ****** 2, which is the final contract after myself (*********************) assisted with obtaining financing.  I got involved in the process when ******************** called in upset because the finance manager called and informed her that we were unable to obtain financing and they would need to return the car.  At that point, I then informed the customers to come in and let me personally see if I could assist to help obtain financing.  At the end of the day I was able to assist the customer and acquire loan financing so that the customer could continue driving and owning the 2013 Santa Fe they wanted.

  In regards to the add ons and the fees the first thing I would like to address is that everything was disclosed and the customer signed and agreed to all figures.  Secondly, but more importantly, when I got involved to assist the customer in obtaining financing so that they could keep the vehicle I had to actually sell the vehicle for $2,864 LESS then what was first agreed to.  This was needed to be done in order for the loan-to-value to get to a point to where the bank would accept the loan.  The Selling Price went from originally $11,395 down to $8,531.  On document ****** 1, the 5th line item is Total Purchase of $11395.  On the document ****** 2 on page 2 line 1 you will see the cash price of $9245.68, which includes $714.68 in sales tax.  If you subtract the $714.68 of sales tax from the $9245.68 you will be left with the exact amount we sold the Santa Fe for which is the $8,531 stated above.  My involvement and assistance in selling the vehicle for $2864 less was all done with the intent to assist a customer to be able to keep a vehicle they had originally intended to purchase and obtain financing. The day finished with the understanding that the goal was obtained.

  Since that day it has been brought to my attention that the customer was unhappy with the vehicle she purchased and I again tried to assist the customer to get into a different vehicle but was unfortunately unsuccessful.  At this point there is nothing more we can do to assist.  Simultaneously we prefer customers to be happy with their purchases and the dealership, so out of good faith we are will to assist with making a car payment for the customer of $355.92.  Please let me know if this assistance helps and give me a call directly at ************ so I can work getting the check cut to you.

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

  Nissan of Venice

• Initial Complaint

  06/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I visited Nissan of Venice with the intention of purchasing a used 2024 Kia *** that I saw online. I was offered $38,000 for my trade-in, which was lower than other offers, so I declined. The salesperson called me back and said, I have great news, we need vehicles under warranty, so we can offer to $40,280, contingent on providing a 5-star ****** review. I agreed to these terms. During the purchase review, I discovered discrepancies. The purchase price was higher due to a mandatory Protection Plan that was not listed in the purchase price online. I was informed it could not be removed. We renegotiated the sale price to offset the cost. This was very confusing. I pointed out that the trade-in value was not correct on the Purchase Agreement.All documents were signed electronically on an iPad without physical copies or a clear display of what I was signing. Finance assured me copies would be emailed the next day. After numerous requests over an 7 day period, all documents were finally received.Despite the attempt to rectify this issue, the dealership insists on the accuracy of their records and the agreed upon trade-in price. However, it makes no sense that the dealership would call me back with ********** and a contingency for a 5 star ****** review if they were not increasing the trade-in value to be competitive as discussed. This experience has left me feeling deceived and concerned about their business practices, particularly their lack of transparency and failure to honor agreed terms.Desired Resolution: I seek a correction of the trade-in value to $40,280 as agreed upon. Additionally, I urge Nissan of Venice to review their sales and finance procedures to ensure future customers are provided with accurate information, transparent transactions, and copies of all signed documents at the time of purchase.Outcome Sought:Adjustment of trade-in value to $40,280.Review and improvement of dealership practices to enhance transparency and customer trust.

  Business response

  06/30/2024

  Afternoon,

  I have received your info in regards to the concern, unfortunately both of the system we use to look up deal structure have been down since the 18th of June.  The parent company of these programs is called CDK Global.  CDK unfortunately got hacked and has been down since then.  As soon as it is back up I will look into your concerns and provide appropriate feedback.  CDK is telling us that they should be back up and running over the next 5 days.  Feel free to contact me directly at ************.  Below is a link to some info in regards to CDK's nationwide system outage:

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

  Thank you

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

  General Manager

  Nissan of Venice

  Customer response

  07/05/2024

   
  Complaint: 21858514
  
  I am rejecting this response because the dealerships practices were not transparent and I feel this is another diversion. This also does not address my concerns that they did not honor their commitment to the trade-in value. After additional research, I found numerous consumer reviews describing similar concerns and experiences. There is also a new law going in effect on 7/30/24 for all dealerships as their tactics, including non-transparent pricing and forcing consumers to buy maintenance packages have been on a rise.

  **********************************************************************************************************************;
  
  Sincerely,
  
  *****************************

  Business response

  07/08/2024

  Afternoon,

  First I would like to address that my 1st response was just to let you know that, because the systems were down, I couldn't access anything in regards to your transaction to even be able to respond.  The *** system is back up and I was able to view your deal.  I have attached the pencil negotiation in regards to your transaction.  Its all 1 document that was scanned, 1st being the final agreed to numbers where the document was folded.  2nd being the front of the document and 3rd being the back of the document.

  The final amount that was agreed to and you signed for was $46290.29 out of the door and you were going to put $6,000 down and then finance the balance of $40,290.29.  You then decided to put $0 down and also opted to purchase an extended service agreement bringing your new total amount financed to $49,911.45.  The amounts you agreed to and signed for are accurate on the final finance law contract. 

  I hope this helps clear up some of the confusion in regards to the purchase.  *********** is a beautiful vehicle and we had it priced extremely aggressive compared to the market, which I'm assuming is what led you to drive from **** to Venice to make the purchase.  I hope your enjoying the vehicle and the gas savings!!  

  In situations like this I would normally defer to offering the next oil change / tire rotation as good will but with your vehicle being an EV and you residing in **** it really wouldn't apply.

  Again I hope this helps address concerns and I hope you enjoy the vehicle.  Any questions feel free to give me a call directly at ************.

  Thank you

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

  Nissan of Venice

  Customer response

  07/09/2024

   
  Complaint: 21858514
  
  I am rejecting this response because:
  
  The business submitted copies of the same documents I already submitted. The purpose of this complaint is that the business did not have clear transparency and used unethical diversion tactics to change the verbal deal. The business also did not produce clear copies of what was being signed at the time, further hiding their intent. It took 7 days to receive all request paperwork that should have been provided with EACH signature. I did additional research and found numerous similar complaints on Cars.com and Dealerrater.com. These reviews have been included in my ****** Review. If this is not resolved satisfactory,  my next step is to provide all information to the Federal Trade Commission. 
  Sincerely,
  
  *****************************

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my 2016 niss pro4x in for a warranty rear pionon seal repair . I have automotive repair Knowledge has I worked in an auto repair shop for the last ten years The Nissan service manual requires certain shop operations to be done to guarantee the success of this job as I was able to observe this job being done by the technician in question. I noticed that there were multiple things that he did Not do basically he shortcut at this repair. Which is a common thing done amongst flat rate mechanics. Some jobs can be done that way. Other jobs like this example has to be done by the book.. in consistency with the service operation. He didn't remove various items that were necessary to get the correct measurements for re-establishing what's called ***** bearing preload , the end result is I have a rear end now that has been damaged makes a very loud whining noise on the highway. Tryed to resolve this with *****, the service manager who quickly was able to use profanity and try to ****** me off the Property as soon as he realized. I knew exactly what I was talking about. His frustration exploded. General manager doesn't seem to have any concerns regarding customers being disgruntled. I happen to notice there's been almost 41 , 1 star reviews left for this business in just the past 14 months.manager doesn't seem to care hasn't returned anybody's phone. Calls told me my truck was old and wore out. And I needed to get a new one and then offered me a discount on this repair since I already had lost all confidence in this establishment and their lack of ability to just simply replace the Seal the correct way, and And all my rear end is damaged. And they fail to accept responsibility.. . Thought I should add that the Tech that did the repair had admitted that he did not go buy the Nissan repair manual whic required removal of the Rear wheels and brake calipers, so the correct rotating resistance could be measured. This also needs to be measured after re assembly to make sure that it is exactly the same to avoid bearing failure. Stated it wasn't necessary. Well, that doesn't appear to be the case now it doesn't.

  Business response

  08/19/2023

  This customer left out several important facts. He had the repair done over 3 months ago and put 7ooo miles on the vehicle . What we fixed was done properly through one of our Mastertech's . This gentlemen is not a Nissan Mastertech and does not know what he is talking about and wants us to fix his 100k plus vehicle . We offered him a substancial discount to help do the work he wants . We are all done . We are also not members of the BBB and will not be responding any further . Have a Great Day .! 

*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. ↩