ComplaintsforReliable Nissan

• Initial Complaint

  10/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 18th 2024 I purchased a 2018 Nissan Murano from Reliable Nissan I signed and take the down payment on sember 6th 2024 I was told that the Nissan Murano was a trade in and that I could not take it home the day of September 6th 2024 because the dealership has to do with the inspection of the vehicle meaning that if anything was wrong or broken they could not sell it to me or if anything was not fix or not right they would have to replace it and fix it on September 18th then dealership called me and said that I could pick up my vehicle and meet with Finance I signed all the paperwork the loan was already approved through Capital One I drove off in the vehicle almost immediately I started noticing that the car was pulling and lurching vibrating and driving funny I called reliable they told me to bring it in they checked it right then and there and they said nothing was wrong I kept the vehicle and then a few days later on the 24th I told them the problem is getting worse they had me bringing the vehicle in for 3 days I told them all my concerns on the third day they called me back to pick up my vehicle and said they couldn't find anything wrong. On October 2nd I went back to the dealership Manny the service guy test drove it and said that the vibration and lurching was normal I decided to take the vehicle for independent inspection at mango automotive they informed me that the engine oil was overfilled the break calipers fruit were messed up and the transmission was bad. That was Friday October 4th I immediately took the vehicle right back to Reliable and spoke with the internet sales manager and another manager they said that they would find me another vehicle if they couldn't fix that one reliable didn't inspection they didn't mark anything about the transmission or other problems on the inspection why were they dishonest? They should have marked all of those problems on the inspection

  Business response

  10/11/2024

  We respectfully disagree with the customer's allegations.  The customer was having issues with their vehicle and took it to another mechanic for repairs.  We were then asked to reimburse, and we refused.  We should have had the car in our shop to diagnose and fix.

  Customer response

  10/14/2024

  Complaint: ********
  
  I am rejecting this response because:
  I did not ask to be reimbursed for the inspection of the vehicle. I asked for Reliable Nissan to abide by the law and return my down payment to me and the $17,000 check paid to them for the lemon vehicle by New Mexico state law. Reliable knowingly sold the vehicle to me with a bad transmission bad break calipers electrical problems and the engine oil over filled a busted and non working fog light and a cracked windshield and did not mark any of it on their inspection. They only replaced the cracked windshield after I told them it was marked as replaced on the inspection but it was still cracked and never replaced. I did bring the transmission issues to Reliable nissan service dept on three different occasions. They insisted nothing was wrong with the vehicle and they couldn't duplicate the erratic rpms after that I took it for an independent diagnostic and it was put on a machine and the results are indicated in the paperwork. Reliable knowingly sold this vehicle to me without doing a thorough inspection of the vehicle because if they did the problems the vehicle had would have been indicated on their inspection and it was not. 

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

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  10/16/2024

  Our GSM, S**** S******* is contacting her to resolve her mechanical issues.  Thank you

  Customer response

  10/16/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  AsAs of Wednesday October 16th 2024 I have not received a call from S**** S******* and I am not resolving the complaints until they either return the money to Capital One and my down payment to myself or fix the car the way it should be fixed $17,000 is a lot of money to buy a messed up car
  
  Regards,
  
  ******* ***********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  10/17/2024

  We apologize.  He will be calling her today.  He was out due to personal matters.

  Customer response

  10/18/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  I did recieve a call from Mr. S****. I would like to keep this complaint open until the problem is resolved. In his call he stated that he would call me back to set up a time to bring my vehicle back in for the millionth time. 
  
  Regards,
  
  ******* ***********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  10/22/2024

  The appointment has been scheduled and we expect to have her issues resolved.

  Customer response

  10/23/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  I agree that I spoke with the GSM and he seems willing to fix the vehicle but I would like to leave the complaint open until it is fixed 
  
  Regards,
  
  ******* ***********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 6th I went to Reliable Nissan looking for a new car. ******* the salesman greeted me outside asked me what I was looking for car wise. I explained to him what I was looking for. Me and him walked the dealership parking lot found a 2022 Volkswagen Passat He told me the car wasn't ready to sell yet. Couple days go by he calls me. I go and sign the paperwork out $1500 down for the car. I leave the dealership with the car. I drive it around town never hitting past 65 mph. I drive 2 hours to work every day of the week. I get in the car Monday morning. I get on I-25 soon as I get to 70 Mph there's a massive vibration. I text ******* that morning and I tell him hey there's a massive vibration when I hit 70 mph. He tells me when can you bring it in. I said Friday bc I can't take off any days this week. He said ok. So I drive to work everyday that week going 65 mph. I get to the service center at 7:45ish I drop off my car. ******* gives me a ride back home. Around 4:30ish I call the service center nobody answers. So I walk to the dealership 2ish mile walk. I ask the service center what's going on with my car. Nobody knows what's going on. They go and find ***** yes we are ordering you new tires today no extra cost to you. When they get here we will call you. ******* texts me mid week and asks me if service has called me I said no. I drive up there Friday morning tim days we can only work on it Tuesday Wednesday and Thursday. I book an appointment on Thursday. He said we can get it done in 1 day. I use PTO time for that Thursday. I drop my car off that Wednesday evening. I use PTO time for that Thursday. Nobody calls me for an update or anything. I use PTO for Friday bc I don't have a car. Tim calls me on Friday says my cars. Ready. I call them every day the next week leaving voicemails car still has a vibration. Nobody calls me back. Iv wasted 20 hours of my PTO time. A total of 17 phone calls since I bought the car. I just want to be taken care of as a customer please

  Business response

  04/05/2024

  We have reached out to this customer to try and resolve this issue.  We are waiting for a call back to discuss.

  Customer response

  05/31/2024

  I bought a 2022 Volkswagen Passat back in March of 2024. I reported a vibration to my sales person. Long story short my car needed a new rear hub. I recently got it installed at the Volkswagen dealership. The vibration is still happening after the rear hub was replaced. Volkswagen has my car currently they saying the tires are bad on my car and that's what's causing the vibration after 70 mph. I don't believe I should have to pay for new tires since the issue has been happening and I reported the issue the car after I got the car from RN. RN service department was supposed to order new tires when I reported the issue but somehow they never got ordered. I have text messages from my sales person about my tires being ordered as well still they were never ordered or replaced. I would like new tires on my car so I can go on with my life and leave all this in the past it's been a major headache since I bought this car iv had issues after issues after issues with the car.

  Business response

  06/06/2024

  We are aware that this customer had all 4 tires replaced and a part was replaced as well.  Was told that there is no longer a vibration.

   

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a pathfinder from reliable Nissan January of 2023, since then the radio has had issues and will black out here and there. I scheduled an appointment and took it in to be looked at, after almost a full day I called to check the status of my car and the tech was rude and acted as if I was inconveniencing him. He stated they couldn’t get the car to duplicate the issue so there was nothing they could do about it. I offered to send in pictures and videos of what it was doing and he still wasn’t willing to help. I purchased a full extended warranty on the vehicle which they stated would cover the issue. When the tech “****” called me to tell me there was nothing they could do about it he stated “it’s a known issue with Nissan” when I said “if it’s a known issue then replace the whole radio” he stated “that’s not how this works, there’s no fix at this time, nothing we can do” If I purchase a full warranty for these exact reason and it is an “known issue” and the radio is acting up not working and I have proof of it not working I feel that the entire system should be replaced.

  Business response

  03/21/2024

  Per Nissan we have to be able to duplicate the concern to correctly identify the issue and resolve the concern. It could be the audio/radio unit or an electrical issue causing the concern.
  The concern has to present for us to accurately perform a diagnosis.

  Business response

  03/22/2024

  She will need to return to the dealership so we can try again to duplicate.

  Customer response

  03/27/2024

  Complaint: ********
  
  I am rejecting this response because:

  I need my vehicle i can’t be dropping it off at the convenience of the dealership unless they are going to replace the entire unit. I have my proof that it doesn’t work. What does the dealership expect, for me to drop off my car over and over again until it happens on their time? They sold me a lemon and I want the entire unit replaced. It is for these issues people purchase a warranty 
  
  
  
  Regards,
  
  ****** ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After purchasing a 2023 Nissan Frontier from Reliable Nissan, I purchased a Nissan OEM wireless charging pad from their parts dept. I paid $339 to have it professionally installed by their service dept. and after two failed attempts ( to include. 4 drives from Farmington to ABQ), they offered a refund which I accepted. Never did I think a refund would be for the part only. They were unwilling to refund me the $339 I paid for a failed installation service. The asst. manager rationalized it by saying we have labor costs we need to cover. You assistance in acquiring a refund for the failed service is much appreciated.

  Business response

  03/04/2024

  The customer had us install the wireless charging pad.  The part functioned normally , however, the customer didn't like it.  Nissan agreed to reimburse him for the part, but the labor was not refunded as our technician installed the part and it worked as it should.  We do not believe we owe him for the labor we charged to installed the part as it was not malfunctioning, he just didn't like it.

  Customer response

  03/14/2024

  Good morning,

   

      I'm in receipt of your communication indicating the case is closed due to non-response from me. My apologies- I missed the communication asking for a response to Reliable Nissan's recap of my service experience. I would like or ask the BBB to request copies of the service log at Reliable Nissan showing the 4 times I traveled down from the Farmington area to ABQ to deal with a wireless charging pad which was not working. I did ask for a refund after two of the installed charging systems did not work. It certainly was not a "customer choice" to have the unit removed. 

   

     Based on the attitude of the dealership, my concern here is this problem is bigger than just my experience. Please let me know what I can do to find resolution for the inaccuracies being provided to the BBB.

  
  

  Thank you,

  
  

  **** *****

  ###-###-####

  Business response

  03/15/2024

  As we stated in our last communication, the charging pad was working , however, our client was not happy with the item.  Our records indicate he requested the removal.

  We apologize that the customer is unhappy with the charging pad, and we replaced the first one for him.  We do not feel we owe him a refund.

  Customer response

  03/15/2024

  Complaint: ********
  
  I am rejecting this response because the dealership is not truthful. The service records of the two failed installs (if forwarded by the dealership) would indicate otherwise. Why would the dealership have agreed to refund the wireless charging part if it was working correctly? I had both the service manager, Steve V***** and the parts manager agree that they could not get the part to work. The light on the pad (while charging a phone) would rapidly blink orange indicating it was not charging. 

  I would ask the dealership to provide the service records from my 4 visits down. These documents will absolutely clear up their story.

  
  
  
  Regards,
  
  **** *****

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Customer response

  03/20/2024

  Complaint: ********
  
  I am rejecting this response because:  Please see the additional documents for my case detailing the two service encounters with Reliable Nissan to attempt to fix the wireless charging pad installed by them. As mentioned previously, the part was refunded by Reliable Nissan (picture attached). I makes absolutely no sense that a part would be refunded that was properly working. Obviously, the labor for the initial install of the pad should be refunded as well. If I can provide, any additional information to assist in pursuing this matter, please let me know.   
  
  
  
  Regards,
  
  **** *****

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  04/04/2024

  Once again, the part was working properly, therefore, we don't feel we should reimburse the labor.

  Business response

  04/05/2024

  We stand by our first response.

  Customer response

  04/11/2024

  Refund has been received.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 21, 2023 I purchased an infinity q60. The dealership sold me the mpp warranty platinum package for $2905.00 with the indication that my car would be covered front bumper to rear bumper with the exception of any wear and tear items such as, glass, brake pads and rubber pieces like the tires, and the windshield wipers. Furthermore ***** indicated any damage prior to the purchase would not be covered however anything that occurred after the purchase would be covered under the MPP plan with the exception of damage caused by weather such as hail damage and flooding. ***** further confirmed that even a cracked bumper would be covered and specifically stated it was bumper to bumper coverage with no questions asked. Additionally ***** gave the example of a previous customer who had shortly after purchasing the MPP Platinum plan having turned out of the lot resulting in a car crashing into it and everything being covered under the MPP plan. It is only recently upon contacting MPP that they advised that the majority of what ***** indicated would be covered was in reality not covered and that they do not offer any bumper to bumper coverage and only offer a full mechanical and electrical coverage plan. On February 27, 2024 I called the dealership and another salesman advised they don’t offer bumper to bumper coverage and only cover mechanical and electrical. During an additional call with ***** on February 28, 2024 he again at the initiation of the call indicated they do offer bumper to bumper coverage. However upon advising that I had spoken to MPP who were advising otherwise, he then changed it saying that they do have bumper to bumper but only for mechanical and electrical. As a result I requested they cancel the MPP plan in its entirety and provide a full refund due to the inconsistency with the information and false representation of what he sold me. Regretfully, ***** said he would not assist with a refund and instead offered MPPs # and no other reaolution.

  Business response

  03/01/2024

  We apologize for the miscommunication.  We will cancel this warranty today.  The refund will be issued to the lienholder.

  Customer response

  03/06/2024

  [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

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We went to the dealership to look at a vehicle on 23SEPT. We drove over 4 hours because the price was what we were looking for. My daughter and wife test drove a car and they really liked it. We were told that they had a car in the "back" in a grey color. We asked to test drive it and they said they will bring it around in fornt. After waiting for more that 3 hours, they never brought the car to the front. They said the car was in the service department as they just received it and that it will be ready the next day, Sunday 24SEPT. On Sunday, 24SEPT, we received a call from the Sales Manager, ***** ****** and he stated that it will not be ready that day, but we will have to wait 1-2 weeks. ***** then told us to rent a car and that they would reimburse us, in which we did. (See attached) Turns out the car was in the body shop as it was wrecked. We were never told this. On October 3, another car was delivered to us which we really liked. We did a walk through and noticed that the door had a dent in it and there was a chip on the hood of the car, Pictures were sent to ***** ****** and he stated he would take care of it and we still have not heard from them in regards to this. When we went to get the registration for the car, we were told that we still needed to pay for the inspection and the registration. I though the dealer was to take care of this. So we were told that we would get reimbursed for this and we still have not got reimbursed for this as well. We have made numerous attempts to call ***** ****** and ******* ******* and no one has reached out to us The only time is when we keep continuously call them

  Business response

  11/20/2023

  We are unable to reimburse this customer for the rental bill as they did not purchase a vehicle from us.  I am confused as to why they believe registration is owed as well.

   

  Customer response

  11/21/2023

  Complaint: ********
  
  I am rejecting this response because:

   

  A vehicle was purchased and delivered to us from Reliable Nissan by ****** ******** under thew name of ******* *****. ***** ****** had told us over the phone to rent a vehicle and we would get reimbursed for the misleading information provided by your company.  
  
  
  
  Regards,
  
  ************** ***** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  11/29/2023

  We have decided to reimburse them for their rental charges.  ***** ****** will be reaching out to them today.  Thank you.  

  Customer response

  11/29/2023

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

  Customer response

  12/04/2023

  Car was delivered to me on 2OCT. Was told to do a walk through when the car was delivered. Upon receipt of the car, noticed 2 flaws, a dent in the door and paint chipping off the hood of my new car. Salesman ****** ******** was advised by Sales Manager, ***** ****** to take pictures and forward it to him. Salesman took pictures and ***** ****** then told us that he will take care of it but still sign for the car. Well, we still have not heard from the dealership in regards to this and had file this under Clim #******** with the BBB and still have not heard from anyone. Numerous calls have been to the dealership and all we get is we will talk to the sales rep,. What does the salesmen have to do with this? The delaer is located 4 hours away from us, so we would like to get this resolved soon

  Repair; Repair and would need a rental vehicle while repair is being done

  Business response

  12/22/2023

  We reimbursed them the rental they requested.  As for the scratches, ***** ****** has been calling them and they do not answer. Please call ***** ****** and he will set up an appointment to have the scratched repaired.  We will not, however, provide a loaner.

  Customer response

  12/22/2023

  Complaint: ********
  
  I am rejecting this response because:
  

  We have never received any calls from ***** ******. We would like to know when and the dates he called us. Also, he can leave a voicemail as well. Also, we live 4 1/2 hours away from the dealership so for us to take the car there and have no way back home is unacceptable. We do not even know how long the car would take to fix as well. 
  
  
  Regards,
  
  ************** *****  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  10/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I'm not sure why they over charged me for the car! I would like a credit of $2,000. According to ***** r sales manager he said it was for the tint, tech mats, and other stuff. Clearly I was doubled charged for that stuff.

  Business response

  10/16/2023

  We have spoken to this customer and have agreed to reimburse her lienholder as a goodwill gesture.

  Customer response

  10/17/2023

  [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. The General sales manager ***** called me and resolved my issue with the price of the car. 
  
  Regards,
  
  ******* *********

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  During financing, I was charged $2195.94 more than price before added coverage. When I got home and reviewed the paperwork I noticed it. I went into the dealership to discuss it and was coerced into filling out the Nissan survey and lying on it before they would look into it. Eventually the sales manager ***** ****** said it was a package the dealership puts on cars and should have been stickered. He sent me a generic sticker of this pancake for $1995.00 that included window tinting that my salesman ***** specifically told me he would throw in for free. Unhappy but unable to return the car I accepted ******* offer to refund half of the discrepancy to my finance company. It’s been over a month and still hasn’t happened. I talked to ***** directly finally about 2 weeks ago to advise it wasn’t received by the finance company and he again promised to look into it and call me back. I’ve left numerous messages since both on voicemail and directly with staff. Today I held for 28 minutes for him before finally being sent to his voicemail.

  Business response

  08/03/2023

  We apologize, we are researching why this check was not received by our client.  We will send another check out tomorrow if we cannot locate the first one.  I will personally overnight it to the lienholder and mail our client a copy.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used car on 4/15, I was told the windshield was replaced and a sensor needed to be calibrated. I was told it would be ready for pick up on 4/18. Now it is 4/23, every time I call the dealer I get told "check back tomorrow." Never once offered a loaner car. I paid my down payment, a rental car, and I start payments on a car that I haven't even had for over a week now. I am going to miss days out on days at work. When I call to speak with someone from the service department I am given an excuse for why someone can't talk to me. I purchased my first car from Reliable Nissan in 2019, I am a repeat customer and I do not recommend this place. Being "reliable" means also keeping your word and being trustworthy, I was not taken care of and I still do not know when I will get my car. I do not like calling every day just as much as they do not like my constant calls, this should not take over a week.

  Business response

  04/24/2023

  We apologize for the lack of communication.  The vehicle is in the shop being repaired.  The windshield has been reset and our electrical specialist is working on the other issue.

  Our Service Manager ***** ***** will be reaching out to our customer to discuss.

   

  Thank you for reaching out.

   

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Oct. 2, 2023 we purchased a 2023 Nissan Rogue for $38,600 cash sale. We drove the car for 5 months and had approx. 2400 miles. It broke down on Feb. 8, 2023. We took the car in to the dealership service dept. They called us the next day and said it was the fuel pump but none were available in Albuquerque. They would order from the factory, but didn't know when the part would come in. We have to call to find out the status of this part. We call at least 3 to 4 timesbefore someone returns our calls. My husband asked an employee there if it could take a month, 3 months, or a year. He said he didn't know. He tried to speak to the general manager, "not availbale". Nissan did provide us with a loaner, however the car is hard for me to drive. I have a hip problem, and I have a difficult problem getting in and out of the car. My husband did sign for it, not realizing it would excascerbate my problem with my hips. Compared to the car we bought, it is a very inferior car. Thank you so much for looking into this. Hopefully you can help us resolve this and get some answers, as we have not been able to do so. I really don't think we are being unreasonable.

  Customer response

  04/06/2023

  
  
  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,
  
  ****** *******

*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. ↩