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Complaint Details
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Initial Complaint
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been a customer of this ********************** Dealership (***************** and currently Hallmark) since 1988 (Nissan Sentra), 1999 (Nissan Maxima) 2009 Nissan Maxima). I have always had my vehicles serviced 100% of the time at this dealership and have never had an issue until I took my vehicle there on Friday., July 26 & dropped it off to *****************************. The reason for service was because I had two lights on my dashboard: 1 sensor for my tire not inflated property 2. Service Engine Soon light. In addition, I wanted my oil change (*****) and that was approved prior to me leaving the service area. My car had no sound problems at ALL, driving fine and no LOUD issues at all. Received notification that I needed to review & approve what I would like to be fixed. I approved the following: 1. Oil Leak/filter ****** 2. Injection: ****** 3. ****** (I can't remember what this was for. Tuesday of the following week,ispeaking with **** upon approval of these he said that my Service Engine light might not go off with this but if we had the O2 sensor replaced that would remove the service engine light and I would be good. My husband and I approved that. **** said he could get the parts ordered but they would not be in until Tuesday, July 30. He called back this week and said that my catalytic converter need to be replaced because of the age of my vehicle and when they went to install the 02 sensor it broke and can't be put back on there due to the age of my vehicle & the mileage on my veh. and this would be a total of $3900. If it was not replaced my vehicle would be loud while driving. My other option would be to have it welded back for maybe $200-300 dollars less and not even sure if that will work and this would have to be outsourced. I am very frustrated at the service that I have received from this dealership and now having to pay more money for their mistakes and I don't think it is fair to me. I'm just asking that this be addressed ASAP as my vehicle is still there.
Business response
08/13/2024
************************* brought car in for multiple repairs, one of which was replacing an O2 sensor. The O2 sensor sits within a welded socket on the catalyst and unfortunately in older/aged or rusted vehicles is when attempting to remove they will break off within the weld which is no fault of the technician. This was explained to customer and we recommended the entire catalytic converter be replaced to avoid this, the customer refused and just wanted O2 sensor replaced. When the technician went to remove the O2 sensor it did in fact break off.. At this point we gave the customer 2 options. 1. Replace catalytic converter for $3,600.00 or 2. weld the the old socket out and weld new socket in so we can install O2 sensor $1,109.75. ************** declined both and we were not able to install O2 sensor. The vehicle sounds louder than before due to her declining repairs. We advised ************** that the vehicle would sound loud unless repairs were completed and she still declined.Customer response
08/14/2024
Complaint: 22076334
I am rejecting this response because: the ** was not something that I desired to be fixed UNTIL **** called and said that my service engine light would not go off unless I got that fixed. Thats the ONLY reason I approved that to be fixed based on what **** said. Then when they tried to fix it and broke something I think the company should fix this because it is not my fault. Now I have spent $1258.80 and my car is still not fixed to my satisfaction. My car was not sounding like this when I took it to Hallmark Nissan and my expectation was not for it to sound like this when I received it back.**** did say that it would sound like that after I refused service because my car was damaged by this company. I would drive my car daily but now it is just sitting in my garage. Not satisfied customer
Sincerely,
*************************Business response
08/20/2024
I spoke with ************************* on 8-2-24, we have agreed to weld the socket back and replace O2 sensor. She said that would be good. This matter should be resolved.Customer response
08/21/2024
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,
*************************Initial Complaint
04/24/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Conversed with *************************** about a 2023 Mustang that is for sale. We made arrangements to meet there. Drove 2 1/2 miles from *******. When we arrived, was told vehicle has been sold. ***** no where to be found. Her phone numbers not working and disconnected. Office ************ cell ************. Car was falsely advertised on internet website. The vehicle was nowhere to be found either; was told ******* was being replaced. However, they had other vehicles they could sell us. Unfair business practice, scammed and falsely advertised.Business response
05/02/2024
When our sales associate ***** received the customer's call the car WAS available. Another customer purchased the vehicle before this customer arrived. ***** failed to notify the customer. She was late arriving to work that day is the reason for her not being available. Our GM *************************** attempted to talk with the customer but they left the dealership before he could engage with them.
Until this notification we have not heard from the customer. We are willing to offer the customer a giftcard to cover their fuel expenses.
Customer response
05/02/2024
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. The business can email credit fuel expenses or mail it to me. My email is: ********************** My mailing address is: **********************************
Sincerely,
*************************
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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