ComplaintsforCronin Toyota Nissan of Richmond

• Initial Complaint

  07/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a used 2020 Nissan Versa SV from Cronin Toyota/Nissan in April 2023; the body of the car appeared to be in like new condition, and I wasn't told that it had been in an accident before buying it; after calling another dealership to discuss trading the Nissan in on a new car, I was asked by the salesperson for the *** number; once he ran a check on my car, I was informed that the body had previously been damaged in an accident; had I had known that before purchasing the car, I likely would have either asked for a lower selling price, or not bought the car at all; I had been to 4 other dealerships, and at best was offered $5,000 less than what I owed on the car; I wasn't expecting to get the full payoff on my car when trying to trade it in, but I feel by not being told about the accident my car had been in before buying it is at least part, if not all the reason why I have so much negative equity now and am unable to make a trade within my budget; I would like to know if anything can be done legally to rectify this situation. Thank you for any advice you can give me. By the way, due to have chronic back pain, getting in and out of a small car causes more pain; I'm hoping to get a small SUV that would be easier to get in and out of, which would lessen the chance of pain while driving and getting in and out of my car.

  Business response

  07/22/2024

  We can appreciate that the situation regarding retail versus trade values and current interest rates sometimes result in payments higher than expected.  We will always offer a CarFax to any potential customer if the request is made.  We do not have a return policy after so much time has elapsed, but we certainly would be interested in re-visiting the trade value and assist with securing the lowest payment possible on the customer's vehicle of choice.

  Customer response

  07/22/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

  Customer response

  07/22/2024

  I just have one more question... do I wait until I hear from you again before going to the dealership to try and work out a deal, or since the complaint is considered resolved, go there at my earliest convenience?

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May of last year 2023. I had my car towed to Cronin Nissan to have the clutch replaced. They told me it would be $3000 to fix it and that they would use original Nissan part OE as they call them. I agreed to that and proceeded to continue to have the work done . I got the car back and it wasn't shifting properly. So I called them. They said that it was shifted the way it should. So I continued to drive the car . After 2 weeks of driving the car the clutch went out again. I had to have it towed and pay out of pocket for the tow back to Cronin. Their mechanic inspected the clutch and said that it looked like the car had been ran hard because the fluid was black . I informed him that my wife and I were the only two to drive the car and we didn't drive harshly in any way and that the car still never shifted properly .they said that there had been over heating due to a part was incorrectly installed as they found out but said they fixed it . So I drove the car believing it was fixed . A few weeks later it broke down again and I had to have it towed to ************************* Nissan in ***********. The Mechanic there informed me that the slave cylinder went out that Cronin had put in and that it was not a Nissan part and it failed and was installed incorrectly. They said they fixed it . I picked up the car . A few weeks later while on a trip to ******** the clutch went out again. I had to have it towed out of pic of again and taken to ************ Nissan . They informed me that whoever place the transmission back in the vehicle has put the splines of the transmission back in incorrectly. That the splines are supposed to be installed parallel with one another and that they had crossed them causing the transmission to fail . The transmission had no issues at all until they did this . They have refused to make this right. The car is now destroyed. It's repairs are over $10,000 They have refused to accept responsibility for their mess up. Georgesville Nissan has had the car towed

  Business response

  04/25/2024

  Cronin Toyota has reviewed the claim and denies any and all.  There is only one way for said parts to be put in the car would not function at all.  Cronin was also not the last shop to work on this unit.  

  Customer response

  04/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  I will not accept that response from Cronin . They fraudulently sold me and installed aftermarket parts that were no agreed upon. The parts failed and caused damage to my vehicle. The next Nissan dealership that worked on the vehicle after having it towed Twice for repairs after leaving Cronin Nissan was ************************************************************* in ******** ****. The service manager ********************* discovered the aftermarket parts that Cronin had installed.  Also that the parts were incorrectly installed as well.  They had also installed the splines of the transmission incorrectly when reinstalling the transmission that they had to drop to replace the clutch. They criss crossed the splines instead of running them parallel. This was discovered by another Nissan service department. It's all Nissan so they can say that it was another shop but the work was done in an affiliated service department while within the warranty period of Cronins fraudulent services rendered   . Now that the vehicle has been discovered to have more damage discovered by Georgesville Nissan due to the overheating from the splines being installed incorrectly they still deny any wrong doing . This was all their fault it started with their fraud and poor service. 

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

  Business response

  05/13/2024

  The vehicle has been repaired at other facilities since it has been at our dealership.  The work we performed was under warranty, but we can not speak to or be responsible for what other mechanics have done after us.

  Customer response

  05/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response 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,
  
  *********************
  

  Customer response

  05/17/2024

  The only party responsible for the damages done to the Juke are Cronin Nissan. They knowingly used aftermarket parts instead of Nissan parts. They charged me for Nissan parts .and this is fraud. The only reason the Juke had to be worked on by another Nissan dealership is because the parts that Cronin installed failed due to them not being Nissan parts. This being the reason that it was at ************************* in ******** OH . After being towed there due to the work done at Cronin. This making their statement absolutely obsolete. Of course the car was taken to a different shop because the parts failed and my warranty only covers towing to the nearest shop. That being ************************* Nissan. . where the fraud was discovered. Plain and simple. They got caught. 

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been trying to cancel service contracts along with GAP protection for a vehicle that I purchased in July. I had to drive two and a half hours to their dealership on September 6th 2023 to get it cancelled. As of 12:59 on September 29th 2023 it still has yet to be cancelled. I am due around $8250 for the cancellation of these services. I do not have the exact number. But I'm tired of constantly being told they are in meetings whenever I try and call.

  Business response

  09/29/2023

  Attached are the product cancellation documents, dated and signed by customer, that we processed on September 19th, 2023.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchasing a used vehicle on 12/28/2022, they first tried to increase the price above what was advertised at cars.com. After making me wait in a weird way, they described the warranty included by the dealership, presenting it as if it were included and not mentioning that there would be a cost or that I had any option to refuse, which I would have done because the dealership is not near to us. They then rushed me through the paperwork, charging me just over what the cost would be without my downpayment. I contacted the dealership to request a refund, and no attempt was made to make this right or own their poor communication

  Business response

  01/17/2023

  We reached out to the customer and she signed the documents to cancel the products that she purchased.  We informed her that we would cancel those products for her and that the refund would be applied to the loan balance with the lending institution.  Those cancellations have been processed and we believe the customer is satisfied.

*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. ↩