ComplaintsforAutoNation Nissan Las Vegas

• Initial Complaint

  10/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Purchased a vehicle 2021 Nissan Rogue SL on 3 September 2024 with Autonation Nissan. Dealer, ***** *****, promised to give me a spare key for the purchased vehicle. He said he will find the key and will give me a call. I have been calling and emailing and he never returns or answers my calls. I called the dealership, and the manager just told me to deal with the dealer. I just want a replacement for the spare key whether they lost it or missing. It was never disclosed that the key was missing or lost.

  Business response

  10/08/2024

  Thank you for bringing this concern to our attention. The customer has been contacted to arrange an appointment to receive and program their second key. 

  Thank you. 

  Customer response

  10/08/2024

   
  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.
  
  Sincerely,
  
  ****** Ringais

• Initial Complaint

  02/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Dec. 23 2023, I purchased a preowned 2014 ******** GL450 from AutoNation Nissan Las Vegas for about $22,745.00 (not including fees) with ****** miles. ****** the pre-sale, numerous messages and videos provided by the AutoNation sales staff asserted its "perfect condition." Addition Carfax and Vehicle Inspection Report indicated it passed a 125-point inspection with a "Satisfactory" rating, with no added repairs needed.However, upon driving the vehicle from Las Vegas to ***********, serious issues became immediately apparent, including 1) a wobbling wheel, 2) drifting, and 3) noises originating from the front suspension. An evaluation by multiple ******** **** dealerships determined that the vehicle required significant repairs totaling $7,768.53. Further discussions with the *** revealed that the tire wobbling was known but not addressed prior to the sale, leading to a partial reimbursement of $757.91 after it was discovered that the dates depicted on the Vehicle Inspection Reports were falsified (evidence by photos). Additional conversations with the ** revealed that resolution of remaining issues #2 and #3 would make the deal unprofitable.The failure to disclose all of these issues during the pre-sale and sale of the vehicle violated ************ Law NRS ******** (7)(15), which prohibits dealers from misrepresenting a vehicle's condition before and during the sale or lease. Additionally, a $3K warranty was purchased to cover the vehicle at the time of sale, but the warranty company (Verity) refused to cover these costs, citing the roughly 600 miles driven from sale date constituted an existing condition, voiding any coverage and making coverage worthless.Thus, I have demanded restitution in the amount of $7,010.62. Other action may be warranted to gain restitution.

  Business response

  03/01/2024

  Thank you for bringing this concern to our attention. Our technicians have determined that the issue causing the noise identified by the customer does not require repairs to complete a safety inspection. Two other dealerships have also diagnosed the issue and advised the vehicle is compliant with a safety inspection. However, if the customer would like to have repairs completed to eliminate the noise for their convenience, they would be responsible for the cost of repairs. This has been communicated to the customer by the General Manager named in this complaint as well. 

  Thank you. 

  Customer response

  03/04/2024

  They misrepresented the situation completely in their response. This isnt an issue of me wanting things fixed that I knew about.

  This is an issue of misrepresentation of the condition of the vehcile. Had I known of these issues before I contracted the buy the vehicle I would have NOT purchased it, and when it accounted for almost 30% of the purchase price. That is called mispresentation. They made no mention of failed tires, suspension. and knocking sounds in the inspection report. They only stated it was satisfactory. They lied. 

  Google reviews show they have done the same to other

  This issue is heading to court.

  Customer response

  03/06/2024

   
  Complaint: 21305724
  
  I am rejecting this response because they falsified the condition of a vehicle before and during the contract sale of the vehicle violating the Uniformed Trade Practices Act and in ****** NRS Chapter 598 under ********** version of the act NDTPA.

  They claim that I somehow knew of more than ***** dollars of work to fix issues that were not disclosed to me and that were immediately discovered.
  

  They claim that these issue arent safety related and are somehow cosmetic. This is NOT the point and is their attempt to change the narrative to a safety issue. This is a fraud issue.
  

  They knowingly misrepresented the condition of the vehicle they offered for sale and lease. An inspection reported say there were no issues and they were 7000 worth of them.

  This is heading to court and there is case law to support it in ***** v ****** *************************** on a case law decision from the ****** Appeals Court on Sept 5, 2019.

  It is unacceptable to lie about the facts and the law in this circumstance and they are doing that intentionally. Restitution for the $7,010.62 will satisfy issues that were said did not exist. Period.

  Sincerely,
  
  ***********************

  Business response

  03/17/2024

  Unfortunately, because the issues causing the noise identified by the customer does not require repairs to complete a safety inspection, they would be responsible for the cost of repairs as explained previously. 

  Thank you.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the service department to get a leak repair covered by my warranty, seatbelt light, and an oil change on Jan 3. 2024. Since January 3 all the way to January 26th they wouldnt answer my calls to update me. On a single day alone I had to call over 26 times til I got swapped to a different service representative and it was the manager named ****. By the time I received my vehicle I noticed things in my truck were missing or werent installed at all. My fuse box lid was removed and never returned. This cover for the passenger seat belt was removed never returned. The covers brackets for the passenger seat rails werent installed. And to make things worse they didnt install the drain plug correctly causing a leak in oil again. I had to call countless times again about my removed parts and where they were but each time I got hung up on when they heard the problem. Til I called the old manager by his phone number and he told me that he was let go and also the representative was let go. I dont know what happened to my truck but yeah parts are missing and no one wants to give them back.

  Business response

  02/16/2024

  Thank you for bringing this concern to our attention. The customer is scheduled an appointment for Monday, February 19, via the management team to resolve the vehicle's issues. 

  Thank you.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  TOOK OUR 2005 NISSAN FRONTIER TO AUTONATION FOR AN OIL CHANGE AND TRANSMISSION SERVICE. ADVISOR WAS *************************. MY HUSBAND DISCUSSED THE **** THAT DUE TO THE AGE OF THE ****** TRANSMISSION SERVICE USUALLY CONSISTED OF A SIMPLE DRAIN AND REFILL. ************************ AND SAID HE WOULD ADJUST THE ***** TO REFLECT THE REDUCED SERVICE.WE ARE CURRENTLY LIVING IN CA PART TIME, SO WE WERE STAYING AT A HOTEL DURING OUR VISIT TO LAS VEGAS. THE NEXT DAY WE WERE LEAVING TO COME BACK TO CA WHEN WE NOTICED THAT THERE WAS A LARGE LEAK COMING FROM THE TRANSMISSION AREA AND THE ***** WAS A RED COLOR. WE DROVE BACK TO AUTONATION AND ******* SAID THEY WOULD WORK US INTO THE SCHEDULE AND THEY WOULD TAKE CARE OF IT.THEY RESEALED THE TRANSMISSION PAN AND SAID THERE WERE NO FURTHER LEAKS. WE ALSO REALIZED THAT DURING THE INITIAL SERVICE, THEY HAD NOT JUST DRAINED AND REFILLED, THEY HAD DONE A FLUSH AND REFILLED WITH SYNTHETIC ***** RATHER THAN JUST REGULAR ***** (THIS WAS NOTED ON THE RECEIPT).WE DROVE HOME THAT NIGHT, THE NEXT MORNING THERE WAS FURTHER LEAKING. WE TOOK THE ***** TO ****************, ANTELOPE VALLEY NISSAN, SEVERAL DAYS LATER WHEN WE WERE ABLE TO GET AN APPOINTMENT. OUR USUAL SERVICE ADVISOR, *******************, INFORMED US THAT THERE WAS ANOTHER TRANSMISSION LEAK IN A DIFFERENT LOCATION THAN THE ORIGINAL LEAK. HE ATTEMPTED TO CONTACT THE SERVICE MANAGER FOR SEVERAL DAYS ABOUT THE WARRANTY ON THE WORK JUST PERFORMED. BOTH ***** AND THE MECHANIC WERE OF THE OPINION THAT THE SECOND LEAK WAS CAUSED BY THE FLUSHING AND ADDING THE SYNTHETIC *****. DUE TO THE AGE OF THE ***** BOTH ARE NOT A USUAL THING TO DO. THE SERVICE MANAGER FROM AUTONATION FLATLY REFUSED TO HONOR THE WARRANTY, STATING THAT AS IT WAS A DIFFERENT LEAK THEY WERE NOT RESPONSIBLE FOR PAYING FOR IT. WE HAD TO PAY AN ADDITIONAL $1,506.71 TO FIX THE DAMAGE THE ORIGINAL SERVICE CAUSED. AV NISSAN INVOICE # ******, AUTONATION INVOICE #******, #******. I AM UNABLE TO UPLOAD THE PHOTOS

  Business response

  01/31/2024

  Thank you for bringing this concern to our attention. The management team has attempted to contact the customer multiple times to discuss their concerns without success. They are currently awaiting the customer's return call. 

  Thank you. 

  Customer response

  02/01/2024

  I SEE THAT AUTONATION STATES THAT THEY HAVE TRIED TO CONTACT US. WE RECEIVE NUMEROUS CALLS EVERY DAY FROM THE LAS VEGAS AREA CODES AND 99% OF THEM ARE SCAM OR ROBO CALLS. WE HAVE NOT RECEIVED ANY CALLS THAT HAVE THE HEADING OF AUTONATION ON THEM AND THERE HAVE BEEN NO MESSAGES LEFT FOR US TO RETURN ANY CALLS, THUS WE HAVE BEEN UNAWARE THAT ANYONE HAS BEEN ATTEMPTING TO REACH US. WE WOULD BE HAPPY TO SPEAK WITH THE DEALERSHIP IF WE KNOW THAT IS THE PERSON CALLING

  Customer response

  02/05/2024

   
  Complaint: 21138141
  
  I am rejecting this response because: AUTONATION HAS NOT LEFT ANY MESSAGES FOR US TO CALL THEM BACK. WE WOULD BE HAPPY TO SPEAK TO THEM IF WE HAD A DIRECT LINE TO CALL AND THE NAME OF THE PERSON WE ARE SUPPOSED TO TALK TO. AS IT STANDS, WE ARE UNAWARE THAT ANYONE IS TRYING TO GET AHOLD OF US OTHER THAN THE ANSWER THAT AUTONATION SENT TO THE BBB.
  
  Sincerely,
  
  **** And *********************************

  Business response

  02/16/2024

  The management team advised the customer that they will reimburse them for the extra expense they incurred to get their truck running correctly. 

  Thank you. 

  Customer response

  03/01/2024

   
  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.
  
  Sincerely,
  
  **** And *********************************

• Initial Complaint

  11/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On November 4th i went to AutoNation Nissan, after 8 hours of sitting there. I finally got approved for a car with my mom as a co signer. They then told me i was not allowed on the paperwork and it will all be under my mom, i said ok thats fine. Then on November 8th, they told me to come in and sign more papers. When i got there they informed us that the lender had dropped us. And to come back on 11/13. On 11/13 i emailed the sales man he replied that they found a lender and it will be ready to sign. Few hours later they called my mom and told her they cant get another lender and they have talked horribly to us twice now. They paid off my car (i have proof) but they denied that they did. They told me i need to bring the car (that i have a contract with) back. They refuse to reply or answer phone calls but they wont tell me if Ill get my old car back - that they have already taken possession of including title and plates. They also put my old car up on the website for sale (i have proof) then days later it was removed.

  Business response

  11/21/2023

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

  Thank you. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from Auto Nation Nissan in June of 2023. I purchased this car with the intention of registering it to a different state, as I was currently moving across country. I was told that someone would reach out to me when the title reached a specific *** near where my final destination was. After a few weeks I began to contact the dealer, many calls were not return, a common experience would occur moving forward. When I finally was able to speak with the titles manager on the phone, she forwarded me the tracking number, so I knew when it would reach the **** Upon my first trip to the *** I was told that the package was sent back to the dealer and told the *** does not accept incoming mail, and I would need to bring in the title myself, and they would take the title and give me my registration. I called the dealer to explain how my state handle this, and the person I spoke with refused to send me the title. The registration card they gave me, which I was I could drive on was due to expire, as it was only good for a month. They sent me another that would be good for a month, while they tried to sort this out with the **** At this point I begun getting pulled over for not having plates. I called the dealership periodically to inquire about my title, not always receiving a call back. Finally, this came to a head when I was pulled over, cited, and my car impounded for not having proper registration. While attempting to gain my car back the police informed me this registration card given to me was good acceptable to being driving around on and I would not be getting my car back until it had proper plates. I had to call out of work multiple days, calls to the ***, trips to the ***, and make many calls to the dealer to locate my title. I asked to speak to the manager many times, and still at this point he has never returned a single call to offer and apology or to even help assist on getting me proper registration. I have made over 50 calls to the dealer, most have gone unreturned. I have accrued fees and will even have to go to court due to the dealer negligence and inability to resolve this issue in a timely and appropriate manner.

  Business response

  08/11/2023

  We have sent the proper paperwork to the *** in *************, however there were delays and communication issues. I agree to reimburse ******** for the two-receipts presented.

   

   

  Customer response

  08/14/2023

   
  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.
  
  Sincerely,
  
  *****************************

  Business response

  09/25/2023

  We apologize for the delay. The check will be sent via Fed-Ex to the customer as soon as possible. 

  Thank you. 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took possession of a 2013 Prius on June 13th, from AutoNation Nissan (Sahara) and embarked on a drive North on Friday, June 23. Thirty miles south of ******* I got my first coolant light. Upon arriving in ******* I bought coolant and installed a half gallon of it. My warning lights went out and I continued to ******, **., where the lights returned. I added another half gallon and two quarts of oil. I had arranged a tow with **************** but, because the panel lights again went out, canceled and drove to ******, **., where I hoped to find a dealer. There was none but the coolant light returned and I added another half gallon (which extinguished the coolant light). This pattern continued, about every hundred miles, until I got back to Las Vegas on July 11, 2023. I did not drive the vehicle again until my service appointment on July 13 at 7am. That is where the vehicle has been ever since. I am 64 years old and RTC services in Las Vegas, especially route 208, are lacking so I've been walking miles in heat over 110. Therefore I called the warranty company, Veritas Global Protection, each day to apply pressure for a speedy decision. Their inspection of the car was on July 14 but it was July ********************************* for having driven the car after receiving check engine lights. There was nobody who could check the engine and the light was no longer on after refilling the coolant and cooling down. I had taken it to the AutoNation ****** in ***********, **., but it was Sunday so no ************ was available. A Salesman was unhelpful in advising me. I acted quickly at each occasion and had no way to know this was a severe condition. Further, I acted quickly to return the car to Las Vegas AutoNation by canceling further aspects of my trip. This vehicle should have had the Intake Manifold/PCV system cleaned before being approved for sale. I could not have known about it except by driving the vehicle This has been traumatic and could have cost me fatal injury.

  Customer response

  08/22/2023

  Hello, *****. I'd like to reopen complaint #********. AutoNation Nissan's way of resolving my complaint was to charge me $3,000 for a new engine and I feel that the vehicle should not have been sold with this defect at all. It should have been noted as likely and maintained before sale. 
  
  Thank you.
  ***************************
  ************

  Business response

  08/22/2023

  Thank you for bringing this concern to our attention. The customer spoke with the General Manager to come to a suitable resolution. 

  Thank you. 

  Customer response

  08/23/2023

   
  Complaint: 20367115
  
  I am rejecting this response because:
  I accepted this so-called "deal" to get the car I bought, just 30 days earlier, back and survive the heat of summer without needing a bus. It was an unacceptable "deal" because this engine failure should not have occured, at all. 
  Sincerely,
  
  ***************************

  Business response

  08/24/2023

  We would like to provide additional details regarding this concern. More specifically, to resolve this concern the customer discussed the issue with the General Manager where they came to an agreement to split the cost of repairs with the dealership. I hope this information helps. 

  Thank you. 

  Business response

  09/01/2023

  We understand the customer's frustration. May we ask what the customer would like to see as an alternate resolution to this concern so we can attempt to resolve their concerns?

  Thank you. 

  Customer response

  09/06/2023

   
  Complaint: 20367115
  
  My remedy is a return of the $3,000 for this engine. 
  
  Sincerely,
  
  ***************************

  Business response

  09/13/2023

  We apologize that the customer's experience was less than satisfactory. Unfortunately, we will be unable to fulfill the customer's request due to the dealership satisfying their end of the agreement which was made and agreed upon by the customer as a resolution. We request that this complaint be closed at this time. 

  Thank you. 

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/8/2023 I was scheduled for an oil change, recall notice, and tire rotation. My advisor was *******************************. He informed me my car wouldn't be ready for at least 3 hours since it was lunch time and the company had ordered food for the employees. When I inquired about a shuttle ride he then went on a tangent about how "believe it or not employees need a break too" and it would also be awhile before the driver would be available. Rude and condescending tone. If Nissan cannot schedule workers efficiently, how is that my problem as a customer? I waited 30 minutes for the only driver. Around 5:30pm I had not heard from Nissan.No phone call, no email, nothing. I called service ***** and a woman answered & stated it was 5 minutes til closing and my advisor had already left. WITHOUT informing me my car was ready. She stated car would have to stay overnight & I could pick it up tomorrow. I couldn't believe the audacity. How is it acceptable to keep a customers car OVERNIGHT without informing them?! I had a roadtrip planned for the next day and needed my car.When she went to *******'s desk to find my paperwork there was no write up for my service. She attempted to contact ******* and he told her the service (oil change, recall, tire rotation) was complete and there would be no charge since he apparently forgot to contact me. She advised me that she would "leave my keys with someone at the managers desk". Someone??? I could not believe this treatment. I have never had such unprofessional service in my life. I went to pickup my keys unsure ANY services I requested had even been performed. I received no paperwork. The oil change sticker on my window was not changed which leads me to believe NOTHING was done on my vehicle, including an urgent recall. I need this to be rectified at no charge due to the inconvenience this matter has caused. I would like to take my car to a different location and ensure all 3 services I originally requested are performed accurately.

  Business response

  06/29/2023

  *******,
  
  First and foremost, I apologize for the lack of customer service from our team at *********************************************. Please review the attached and if you have any questions, please call me. **************
  
                  ******** change stickers are rarely used now; most vehicles have the electronic indicator built in to alert a customer maintenance service required soon. We should have explained that up front.
                  *the paperwork will show the recall and the oil change was completed.
                  *the paperwork will also show no charge.
                  *the tire rotation and brake inspection were performed, and you will see no charge.
  If you ever need anything else, I would like to personally work with you.
  
  
  ***********************
  General Manager
  Autonation Nissan

• Initial Complaint

  08/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Friday July 29th 2022 my car was tow to auto nation nissan for service repair. My car stop working on me On my way to work . I got this car out this dealership on march 13,2022 . I had this vehicle for 4 months in a half prior to the car breaking down. Andrew was my service rider and had called me back that weekend to give me a brief summary of what was wrong with the vehicle which one was my transmission on top of other things which I was quoted 5k. For repairs. I had to remind him , multiple times that the vehicle under warranty. which he stated that I was under a silver plan which cover transmission. After which he claimed that it should be covered and he would be submitting a claim on Monday since they were closed the weekend. On weds I called and Andrew Claimed that warranty had deny my claimed. The reason why was denied was because he had file that my clutch was messed up and in order to get to the transmission that needed to be the first thing to fixed . It's been about 3 weeks that my car has been in their shop. I had no other choice then to call warranty myself and see exactly why my vehicle was denied. On August 13. I called warranty and was told that auto nation Nissan never file a claim for my vehicle. Nothing is on file. They are lying to customers and I can't imagine how many of them had fallen for this and paid out of pocket when they have been lied to that they file claims to warranty but are lies. They are scamming customers. And being dishonest. They sold me a car that they certified and broke down on me 4 1/2 months In. I'm still making my car payments and I have no car.

  Business response

  09/02/2022

  Business Response /* (1000, 5, 2022/08/23) */ We have spoke with the customer and got the warranty company to cover a large portion of the repairs. The customer has approved the remainder of repairs if its needed. Our Service lane managers has been in constant contact and we believe the vehicle and customer will be back at full strength shortly. Thank you and we will continue to communicate with Elia Consumer Response /* (3000, 7, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Someone did get a hold of me and we came to an agreement to start the rest of the work on the car. Unfortunately my case isn't a priority. This car is our only vehicle . I was told about a rental getting approved and was told that today 8/25/22 was going to be ready. I left an hour early from work since they closed *********** at 5pm and got on a Uber just to be told that my rental was still pending and I tried to get a hold of someone at the service department and no one was able to help me. I had to leave the rental place without a vehicle Not only did I waste time and money. I also lost an hour of work. At this point I'm so disappointed in how this is getting handle. Seriously considering returning the whole vehicle. A whole month with out a car and I have a car payment due in days. Business Response /* (4000, 9, 2022/08/29) */ The customer picked up the vehicle and was only charged the $200 deductible. I spoke with MRS ********* and our service advisor Ken will stay in touch for any future claims. Thank you, KD Consumer Response /* (2000, 11, 2022/08/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you

• Initial Complaint

  07/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello I`d like to receive an email where I can forward the emails I exchange with the business They originally said they were going to fix the vehicle transmission under warranty, when the car got ready they demand a payment of approximately $5500 for the repairs because one of the employees "made a mistake" The emails will explain better what happened. I`m also opening a complaint against ***** and ***************

  Business response

  09/03/2022

  Business Response /* (1000, 6, 2022/08/16) */ The dealership has worked diligently with all parties involved to assist this customers concerns. if the vehicle is still not 100%, please have the customer reach out to myself or Mike G the service manager. We are here to assist of possible. The unit is very high miles and in need of major repairs that are not covered by any kind of warranty, unless the customer has a high mileage warranty. i look forward to assisting MS. ***** when she is available. Thank you Consumer Response /* (3000, 8, 2022/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The vehicle still presenting problems even after being "fixed" as they claimed Business Response /* (4000, 10, 2022/08/19) */ We will be happy to assist the customer with any concerns they may have in regards to any repair. Please contact the General Manager or Mike G the service manager at ************************** Thank you

*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. ↩