Complaints

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 12, 2024, I purchased the Tesla Model 3 Long Range from Raceway Nissan in the amount of I am requesting a pricing adjustment to my contract in the amount of $26,385. After the purchase I found out through the Tesla App that the car was not a Long Range but was a Standard Range Plus. The pricing difference is $3,288. I am requesting a refund of the contract pricing adjustment in the amount of $3,288. I have contacted Raceway Nissan, and they are not being responsive. Enclosed is a letter with appropriate details.

  Business response

  05/13/2024

  Thank you for taking the time to write out your concerns. Our team needs to review this a little bit deeper to understand the full context of your concerns. Our vehicle information for pre owned cars is typically completed using the *** number attatched to that specific vehicle. Our team will be in touch with you shortly, but if you'd like to connect with our team directly the phone number is ************. 

  Customer response

  05/16/2024

   I am rejecting this response because there is currently no resolution.  I am waiting for Raceway Nissan to finish their review and reply. I tried calling the number provided and the representative had to knowledge of this issue.
  
  
  

  Business response

  05/16/2024

  *************,
  
  
  Thanks for reaching out regarding your situation. We are genuinely sorry you didn't feel like you were treated fairly!
  
  
  After looking into this, I made the following discoveries.....
  
  
  1. Our systems utilize ***** Blue Book (KBB), CARFAX, Manheim (MMR), etc. The Vin on your vehicle was decoded in all as a "Long Range Model.
  2. Our system posts to all our online listings through the partners we use. Hence, TrueCar merchandised the same.
  3. Our lender partners decoded the same "Long Range" trim through their own systems.
  
  
  As far as the value difference you came up with, your car is Pre-Owned so we cannot use the **** difference. I looked up your car's value using *******'s Manheim Market Report (MMR). Interestingly, the average auction value was currently $800 MORE than a "Long Range." So the wholesale values at best are a wash! Additionally, you purchased the vehicle from us for almost $5,000 below retail ***** Blue Book.
  
  
  You may have bought a different vehicle than what you initially thought. I assure you, we didn't intend to deceive. This is why I'm willing to offer $500 for the trouble. Let me know how you'd like to proceed. 
  
  
  Thank you,

• Initial Complaint

  08/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 08/19/2023 I had an appointment with Raceway Nissan to have my car appraised and sell my vehicle to them. I show up at the time of my appointment which was between the time of 4-5pm. As I pull up I was greeted by the employee whom I had the appt with and he conducted the inspection and appraisal of the vehicle. He came back with an offer and I accepted. Which was $9200. Since I still owe on my car, I had to pay the difference to Raceway Nissan of $3540.79 that same day during that same appointment. After that, he had me sign paperwork saying they’re buying the car, notice of release of liability form and also got copies of my ID. I asked how long it would take them to pay off my car because I didn’t want it affecting my credit negatively and the employee advised me it will not and everything should be done in a timely manner around 2 weeks. Everything was done and in my opinion went smoothly until the sales manager called me on Monday afternoon- telling me he can’t honor the sale due to the car needing services. & he wasn’t there at the time of the transaction & the service department was closed. He wants me to go pick my vehicle up and states our agreement is void. Which I don’t agree too. I abided by their rules and did nothing out of bad faith.I called before showing up there on Saturday asking if they could help me with selling my car to them and they did. No mentions of whatever this manager was stating whatsoever. I don’t think agreements can be voided just like that when another party fails to follow their own company protocols & process. Or realizes they want to back off a deal after signing agreements and doing their appraisal and inspection and making an offer to a client.

  Business response

  08/24/2023

  Hi *******, 

  We are looking into the details of your concerns. There are a lot of moving pieces to comprehensively review and will take some time to ensure a timely resolution, our team will be reaching out directly to you for further information and next steps. Thank you for reaching out.  

  Customer response

  08/30/2023

   I am rejecting this response because:
  
  After reaching out to the lien holder, they confirmed as of 08/30/2023 still no pay off was made and sent me over a new 10 day pay off. Attached is all the information needed for the company, Raceway Nissan to process the payoff. 
  

  Please process the payment in a timely manner and advise when payoff is complete. 

  Business response

  09/01/2023

  Thank you for providing this information. A review will begin and processing will take time for our office to handle. 

• Initial Complaint

  03/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a car from raceway after I was in a 4 car collision. My car was totaled so I saw some cars online and went to check them out once there the prices didn’t reflect the online price. I found a car I liked and took it on a test drive and decided on a price. Later the price was increased due to add on items in the vehicle. Long story short KARR security was $1000 add on the salesman at the store started the car from his phone I agreed to pay. I’ve reached out to this location for years to get the KARR security login and password information with no help and constantly getting redirected or hung up on.

  Business response

  03/21/2023

  This vehicle was purchased 4 years ago and we have no records of the customer ever calling or coming to the dealership in regards to this issue.  At the time of purchase, he would have been provided with documentation on the KARR security system including the warranty.  The warranty has already expired on this alarm so we are unable to assist.  

  Customer response

  03/21/2023

   I am rejecting this response because:
  I call multiple times when I bought the car. After reaching out to KARR security they went back in their records 9 years and never saw any device in the car this place scammed me out of a thousand dollars and it happens often looking at their reviews.
  
  

  Business response

  03/22/2023

  We have attempted to contact you and have not been successful; please contact us at *** *** ****

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2012 Hyundi Azera at Raceway Nissan, **** ******** Canyon Blvd., Riverside, CA ***** on April 13, 2019, with 64, 131 miles. I have had nothing but trouble with this car. A month after purchasing the car 5/16/19 the engine light came on the care and cylinder 3 was miss firing with 65,570 miles. I was stranded on HWY **, Lake ********, CA. Car on 5/18/ 19. Car was towed to dealer. Later picked up on 6/18/19. it was immediately returned to dealership. The car had the same problem. Picked up the car 0n 7/11/19. It still had same problem. So, I immediately gave the car back to dealership, mileage 65,570. This time the car was sent to Temecula Hyundai Dealership, 2**30 **** Rd., Temecula, CA *****, kept from 7/15/19 to 11/4/19 doing major engine work. Then, COVID Pandemic happened 3/2020, Because of COVID 19 restrictions (senior and taking care of my young special needs grands whose mother overdosed in April 2020), I didn't drive much. I started driving the car more fall 2021. However, during 6/21 the car overheated in 100-degree heat. I again took it to the dealership. This time the problem was the radiator. The most recent problem with this car was on 9/28/22 where now it is a transmission problem which estimated dealership cost is $3600. All the other incidents were covered by manufactory warranty (I also paid for extended warranty.) My car mileage is 85,354. I was told my warranty was over on 4/19/22. Thus, I have to pay for repairs which is a hardship. At this point, this car has had many major repairs done right after purchase. Because of COVID 19 Pandemic I was restricted from driving. This should be considered in extending my warranty. I am unable to drive this car, feeling it's unreliable or safe; causing me and grandson to have serious transportation issues. I want the dealership either give me a replacement or assist me in getting Hyundai to buy back this care. This car may not be repairable. Attached are all records except for 6/21.

  Business response

  12/06/2022

  Upon original inspection of the vehicle (pre sale), all tires were in good condition and well within CA legal limit for a pre owned vehicle. Furthermore, during delivery of the vehicle, customer received the vehicle with the 30 day/1,000 mile dealer warranty and no issues were brought up during this time frame. Per the complaint, customer drove 3,800 miles and then needed to replace rotors which would be outside of our dealer warranty. We perform oil changes on all pre owned vehicles prior to sale. A stripped plug would have been leaking during the recon process and noted/fixed. We are unable to provide any further resolution as we've provided a safe, fully operable vehicle at the time of purchase. 

  Customer response

  12/12/2022

   I am rejecting this response because: Apparently, my vehicle was not appropriately inspected upon original inspection of the vehicle (pre-sale), all tires were in good condition and well within CA legal limit for a pre-owned vehicle. Furthermore, during delivery of the vehicle, customer received the vehicle with the 30 days/1,000-mile as per dealer warranty and the car did have issues that were brought up during this time frame. I purchased my 2012 Hyundai Azera on April 13, 2019, the car had 64,131 miles. Approximately a month after purchasing the car on 5/15/19 the engine light came on the car and cylinder 3 was miss firing with 65,570 miles. As well the car was towed. Thus, the car was only driven 1,1439 instead of the 3,800 miles as per Raceway Nissan response. At that time, I was stranded on HWY **, Lake ********, CA. Car on. Car was towed to dealer because of extended warranty purchased. Car was not returned until on 6/18/19 when it was immediately returned to dealership. The car had the same problem with the engine light and cylinder missing. Picked up the car on 7/11/19. It still had same problem. So, I immediately gave the car back to dealership, mileage 65,570. This time the car was sent to Temecula Hyundai Dealership, 2**30 **** Rd., Temecula, CA *****, kept from 7/15/19 to 11/4/19 doing major engine work. The car had been at the dealership for over six (6) months; returned three (3) times. Additionally, there were problems with the radiator fan on 9/10/21 and electrical on 10/4/21 a month later. The Bluetooth issues were never resolved. The last problem with my car was 9/28/22 in which Raceway Nissan stated I had transmission problems which were going to cost $3600 (please review the prior attachments sent 11/14/22). At that point,I called Hyundai American Corporation who stated they weren't going to buy back my car. So, I picked up my car on 10/14/22 to determine the next step(s).I didn’t drive car much during COVID 19 because of the restriction of being a senior and was taking care of my special needs grandchild. However, after restriction. Hence, this car has had major mechanical issues right after purchase. I don't feel safe driving the car along with grandson to appointments and other needs.

  
  

  
  

  ********* *****-******, ID 184***78
  
  

• Initial Complaint

  10/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my car July 15, 2021 and a month later took it in for transmission issues. They kept my car for 4 days and said it was fixed. I take my car here for all my services and maintenance and my car always comes out with scratches and dents. Whenever I bring to someone's attention it gets ignored. September of this year I took my car for jerking issues, and they said it was the transmission again. They had a rep from the warrant company come out and approve the fix. They kept my car for a week with no updates. I would call everyday and they would ignore my calls and never return my calls. I had to rent a car for a week which totaled $450 and was told I would be reimbursed. I paid $200 each time for the transmission. I have yet to receive my reimbursement and I call everyday to try and speak to ****** and the service manager and I always get their voice-mail and I leave messages for them to call me back and they never do. Since I got my car back, my car has been worse than before. It smells like it's burning and I've been told by another dealership that the transmission is bad and needs to be replaced.

  Business response

  05/26/2023

  We apologize for any issues that you experienced at our dealership. We're reviewing aged concerns and want to address this issue with you, please don't hesitate to reach out to our team with any further concerns. Our management team can be reached at ###-###-#### or by emailing *******@***************.com; again we need a few more details to be able to fully review this case. Thank you and we look forward to assisting you further.  

  Customer response

  05/26/2023

   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.

• Initial Complaint

  04/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called Nissan raceway needing service for my vehicle because my car would not start. They informed me that they could oblige and that ***** would be helping when I come in(April 1) I was told it was the engine at first but later was told it was not ***** then tells me they could fix it then gave me a price for parts and labor(what it would cost) I took out a loan to get it done through a third party Nissan uses ***** informed me that they would have to order the parts for the car and he would call me when they would start I call Monday and ***** was absent (understood) but Tuesday I had to call to see about the vehicle when ***** said he would be the one to call me about the car In speaking with ***** this is when he told me something happened with car when they put the parts on they put a part on without checking and another part was ruined I tell ***** I am paying for nothing because they should have checked he tells me that because it was clean they did not check it I became livid and again said I am not paying for this blunder ***** final says ok but can I pay the taxes on the new parts I agreed but then called the bbb (April 7) and a csr said I do not have to pay because it was a mistake by Nissan so ***** agrees to fix the car I get a call on the 8th of April to pick up the car I get to Nissan and the loans go through but then ***** did not want to give me my keys because of a technicality and I told him I am not leaving without my keys but then another worker name *** stepped in and got me the keys showing ***** what needed to be done I drive home then later go to work and when I go on break the check engine light comes on I go to O'Reillys (April 9) and print out the issue and go to Raceway Nissan and speak to ***** about it and explain that I was told my car would be fixed all problems and he just brushed me off to *** and I spoke with him about the issue I need something to be done (Price came up tp 4113.17 not including taxes) I have text messages

  Business response

  04/22/2022

  We've connected with the customer and replaced the aftermarket sensor with a factory sensor; issue was resolved as soon as brought forward with management. 

• Initial Complaint

  04/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a car for my daughter in May 2021 I live in PA she lives in CA. The dealership titled the car in CA which is correct but they won't do the necessary paperwork to register the car. Numerous calls and emails have been made which they admitted the messed up. Now nearly a year later the won't return calls or emails.

  Business response

  04/07/2022

  There was no mistake made on our part for this transaction.  Mr ******* signed paperwork using a ************ address and all the steps were completed that the dealership had to do for the vehicle to be registered in Pennsylvania.  Mr ******* contacted us a few months ago and we then found out that the vehicle is actually being driven in California and it needs license plates from California.  We have communicated with 3 different parties on this transaction and have let them know several times that this correction could take some time because we need paperwork from the lien holder and the state of ************.  Acquiring the license plates is going as quickly as possible and the confusion could have been avoided if we had been told the vehicle was staying in California.  

• Initial Complaint

  03/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 25, 2022, I paid RaceWay Nissan $958.72 dollars to repair my car. This cost is much more than other repair shops would charge. And, my car is still not running to get me to work or the grocery store. Yes, part of this complaint is buyers remorse. I would like RaceWay to repair my car to long term running condition without gouging me on the cost. I am still paying notes on this car and I don't have money to just give them or anyone else for nothing. My discuss with the service clerk was to check all problems to repair my car to running condition. His words were, "All you need to do is fix the starter and the break switch we have identified and you will be able to drive your car for a long time." It was only a couple of years ago I paid the same company over $900 again for repairs. On March 11, 2022, two weeks later, I was on my way home and my car lost power while I was driving. I could barely get it home. The "service engine soon" light came on. My first thoughts were, did RaceWay do something to my car to make this happen. Isn't that company responsible for the incessant calls I received over the past year or more asking me to buy an extended warranty. I could have been in a bad car accident and gravely injured right now. When I picked my car up on the 25th the clerk who took my payment was very short with me when I asked questions about how thorough the technicians had been in repairing my vehicle. That did not make me feel appreciated at all as a customer. Today is Saturday, March 12, 2022. I have not been able to get anyone at RaceWay on the phone. My paperwork lists the advisor's name as Eduardo Lunarios, but that is not the name of the person I remember making the appointment with or speaking to when I delivered my car. The invoice # is **********; Customer #*****.

  Business response

  03/16/2022

  I apologize for the recent interaction. We do need more information in order to process an appropriate resolution to the issue. Our service team will be connecting with you today via phone, but if you'd like to contact our VP of Operations you may call ###-###-#### directly. 

*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. ↩