Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Formal request for money spent to get oil change/tire rotation when car is under warranty.I am writing to express my ongoing dissatisfaction and disappointment regarding the service experience at Nissan of Lithia Springs, most recently on January 20, 2025. As a loyal Nissan customer for more than 15 years, I have consistently purchased and maintained Nissan vehicles, but the recurring issues with your service department have made it increasingly difficult to remain a customer. On this occasion, I dropped off my Nissan Rogue (****** miles), which is under warranty, at 8:30 AM to address the following:An oil change Tire rotation Inspection of the gear shift, which sticks Resolution of a USB issue preventing Apple CarPlay functionality I was assured that my car would be serviced promptly by service advisor ****** Cotijo. However, when I returned with my husband at 4:46 PM, I found that my car had not been touched. To make matters worse, your staff attempted to hurriedly move my vehicle to the service area to give the appearance of action, despite having had the entire day to address these basic concerns. I called multiple times, (9) to be exact with no answer, and had to come up to even get an answer on the vehicle. I get there and there is no regard to why my car hasn't been touched but still sitting in the same place. I pay for an extended warranty and oil change, tire rotations. If it can not be done and no one cares, give me my money back! The service advisor was ****** Cotijo and the manager ****** *** both acted as non chalant as they could and the manager had to be chased down as he avoided us completely!

  

  Business response

  01/21/2025

  The customer came in yesterday while I was assisting another customer in the shop. They requested to speak with me, and I informed the advisor that I would be right up as soon as I finished, which was only about 3-5 minutes. When I went to my office and tried to speak with the customer's husband, he did not let me talk and repeatedly used profanity, calling me a B****. Despite that, we dropped the ball and should have communicated with the customer about their vehicle.
  I tried reaching out to Mrs. ***** this morning she did not answer, I am waiting for a return call. 

  Customer response

  01/22/2025

   
  Complaint: 22836440
  
  I am rejecting this response because:

  This man is still lying. I havent recieved a response, email, text from him or any other individual after we left. My husband used choice words but never called him a b*tch-what he said as the fact that they hadnt touched my vehicle in 8 hours was a bit h move! 
  
  I prefer an answer from his superior as I want my fees back for the warranty they NEVER want to do right by. I am considering how many other peoplewomen they do this to and deciding if there is a need to move forward with predatory and discriminatory suits! 
  The service manager wasnt truthful in his response and this needs to be forwarded to a higher authoritative person.

  Sincerely,
  
  *** *****

   

  

  Business response

  01/29/2025

  Thank you for your feedback, and we sincerely apologize for the delay in servicing your vehicle. We understand how frustrating this must be, and we acknowledge that we did not meet your expectations. We also recognize that our initial response didnt fully address your concerns, and for that, we apologize again.
  Regarding the recent interaction with our service manager, we do want to ensure that all of our customers are treated with respect, and we strive to do the same in all our communications. We regret that the situation escalated, and we're committed to finding a solution that works for you.
  We want to make things right by completing the service as originally promised and by offering you a rental while the vehicle is being serviced.. Please contact us at your earliest convenience so that we can resolve this matter to your satisfaction. Our goal is to regain your trust and ensure you're taken care of.

  Customer response

  02/03/2025

   
  Complaint: 22836440
  
  I am rejecting this response because as I don't trust this company handling anything that pertains to me. I appreciate your response, however that SHOULD HAVE been the first repsonse and a simple apology. Instead you continue to make excuses and justification for your lack of service. I have sense traded this vehicle and will NOT be doing business with Nissan ever again based on this service department. I am working to find out just how many more people have been affected and also in touch with Nissans corporate division to contact the owner of this particular Nissan so that they understand how service is/isn't provided. I will continue to find resolve even though I don't own this Nissan anymore. I believe training and restaffing should be done. So far I have recieved several emails from women who have had situations here. This isn't a random incident but one that is consistent in the treatment of women who trust these folks to 1. sell them a vehicle honestly and 2. uphold the standards of the warranty that Nissan claims to have. You all do neither! It's not okay and I unfortuntely won't let it go. We work too hard to not be taken care of and frankly if you don't want your job, get another one! My intent was never to trade in my vehicle. I have been a nissan customer for over 15 years with 4 vehicles and I took this same Nissan to a dealership in ********** and was out in an hour with all services performed! I hope those who were involved understand that at this point. 

  No need for additional communication, I will continue to communicate through other measures above the dealership level. 

   

  Regards, 
  
  *** *****

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 4, 2024, I arrived for my oil change appointment at noon (no later than 12:30 from memory). The associate named **** received me and asked what I was there for. I informed him of an oil change and a diagnostic on my transmission which was slipping. I also informed him I needed to leave by 3:15 to pick up my son from school. **** assured me I would be out of there by 2:30 PM. He told me that LaMarcus would be my advisor and would come and talk to me. I never spoke with Lamarcus. The bathrooms in the whole location were out of service. I waited until 3 PM and inquired about my vehicle's status. **** informed me the diagnostic was not performed. I asked if the oil had been changed. His response was NO. I waited 3 hours at the dealership with no restroom, for a car that was just sitting with no service performed on it. I cleared my schedule of my clients and lost income for no reason. I asked if they could keep the car, and give me a loaner to complete the job as I had been severely inconvenienced. I was told no. I issued a complaint with Nissan Consumer Affairs Case # ********. I received a call from **** and a follow-up e-mail from Nissan for proof of ownership on 9/9/2024, I sent the information back to them on 9/13/2024 and have heard nothing since. I returned to the dealership the following week on Sep 13, 2024, to complete the oil change and transmission diagnostic. This time at least the oil change was completed but still no diagnostic. ****** ******* was my advisor and he was great. I wanted to wait until I heard back from Nissan Consumer affairs before reaching out to you but they never replied. My request is they perform the diagnostic on the transmission and repair the transmission which is now slipping excessively, and provide a loaner vehicle while that job is completed with a vehicle which is like and kind to my 2021 Rogue Platinum.

  

  Business response

  10/08/2024

  We spoke with the customer and set up an appointment for Wednesday 10/9/2024. We will have complimentary rental available for them. We believe this to be resolved. 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just moved to the ******* area and went to Lithia Springs Nissan for an oil change. A few days later, the car stalled in the middle of the road. I called AAA and had the car towed to the dealership, upon arrival we opened the hood and realized that the cap was left off the valve. The manager at the dealership took a video of the problem and offered a loaner. He stated that they would call me the next day. Days went by without me hearing from them, I called and got no response. When I finally went to the dealership to check the status, I was told that they cleaned up the oil spill and my alternator needs to be replaced. However, the dealership is refusing to take responsibility and repair the damages.

  

  Business response

  09/06/2024

  We understand your frustration. We have replaced the alternator in the vehicle at no cost to the customer. The vehicle is estimated to be ready for pick up on 9/7/2024. 

  Customer response

  09/09/2024

  Nissan service department claims that the alternator in the vehicle has been replaced. However, I requested that they provide me with a warranty for a reasonable timeframe in the event that other issues arise due to their negligence in not covering the valve, to which they refused stating that the alternator work that they provided is as is.

  

  Business response

  09/10/2024

  This part is covered for 12 months or ****** miles, whichever one comes first. 

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My sales person ******** was ok initially when helping me find a ***** during a test drive. When I arrived back I saw another vehicle that I fell in love with. Was told that's the manager's ***** there weren't any on the lot to see. I did a search and found one. I showed this to ********* went to get ******* went for a test drive. I knew that I wanted this vehicle (after they worked up a deal for the rogue) She told me that I couldn't get this vehicle bc of the cost but the website showed that it was less than the Rogue. She checked to see if a deal was possible & it was. She tried to persuade me to get the Rogue but I didn't think I wanted it, she offered to lessen the payments & give me a 100$ gas card. I ended up getting the Ariya. She turned cold for some reason but I ignored it. The finance guy explained that everyone at the dealership wanted the car bc they could get it for a cheap lease. This explained her change in demeanor. When I picked up the car the following day and asked about the second key I was brushed off. I also asked about it being cleaned and was told to bring it back the next day(Sunday). I took it to get cleaned & when I left I noticed a dent in the roof above the driver's side door which was not there prior. On Monday I called ******** to inquire about the dent and the key and never got a call back. I called again multiple times, still no call or message back. I then found that my tag was being mailed to the wrong address after I pointed it out to them the day of purchase. I called again and again no one responded to my calls so I had to pay for the new tag bc the temp tag was expiring. When trying to replace the tag I learned that she stripped the hole when applying the temp tag. I drove there to have them fix it bc my calls were ignored. She ignored me & another salesman offered to fix it as well as show the details of my car which were not done by her. I was told that I would get info that was not sent but I still have never received it.

  

  Business response

  09/04/2024

  I spoke with ******** *********. I advised her that I will have finance manager send her a copy of the *** that she purchased. I also advised her if she purchased a certified unit, I would get her the second key. I also advised her to send me pics of the dent on the vehicle. I told her I will call again tomorrow regarding her key and whatever issues.

  Customer response

  09/09/2024

   
  Complaint: 22177064
  
  I am rejecting this response because: 
  Thank you for your response. I was promised a follow up call the day after our initial call but it has now been 6 days (9/3) since our conversation where the general manager gained clarification on the previously addressed issues. I have yet to receive the warranty information as promised, a follow-up call regarding the second key, the damage to my vehicle caused during detailing, or the charging range issue. Additionally, the possibility of trading the vehicle as a solution to the charging range was mentioned, but I haven't heard back on that either. The images were forwarded during the phone call however the manager stated that they would go over them and reach out the next day.
  Please let me know the next steps and when I can expect further communication on these matters.
  Sincerely,
  
  ******** *********

  

  Business response

  09/30/2024

  We have spoken to the customer and set an appointment to have issue resolved. 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to this location for service previously. After Nissan claimed to repair my vehicle (replaced transmission x2 my vehicle still made noise and lights on dash. Worked with my warranty company. Took my vehicle to different shop. It was found, determined that after Nissan replaced the transmission parts were not installed correctly (missing guide pins). Which has cuased damage to other parts of the vehicle. Nissan is stating i have to work with warranty company. **************** has stated that Nissan is at fault. They have been paid for work that was not repaired properly. *** tried to reach out to Service Manager ******************* and General ****************************************. At this point they are not taking responsibility for the damage that has been to my car due to negligence from the repair shop. I'm in search for a resolution and or cost of replacement parts one in which the parts that were not installed, and parts that were damaged due to the repair shop did not install at all.

  

  Business response

  07/29/2024

  Thank you for reaching out. I understand your frustration regarding the issues with your vehicle. The repairs were completed almost two years ago, and our service center provides a 12-month/12,000-mile warranty. Any issues from our work should have appeared within that period. Additionally, the parts used were provided by your extended warranty company. Unfortunately, we cannot take responsibility for this concern outside the 12-month labor warranty.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanted to purchase a vehicle using the Nissan@Home program. I found a vehicle listed at $41,799 online. While reviewing the specs, I was offered two years of free oil changes and then $500 off the vehicle if I purchased a pre-owned, certified and used Nissan from the dealership. I was told nothing could be done until I completed the test drive. One of the sales representatives, **** drove the vehicle to my home and I completed the test drive on the way back. Once there it was explained that their systems were down and they would be unable to complete the contract. I spoke to the finance manager ***** who showed me a print out of payment options, etc. (No official paperwork because the system was down). The internet price was not listed and I advised him that the price was not correct, he went on and on about not knowing anything about the internet price so I showed it to him on my phone from their website. I also showed him the screenshots of the other two bonuses: two years of free oil changes and the $500 off. He knew nothing about the offers and continued to ask me about additional coverage on the vehicle. I did decline the additional coverage so I signed that paperwork showing the monthly payment amount and the total including taxes. We went back and forth on the monthly payments and they made adjustments. I left with the promise that someone would call when their systems were back up and running and we could complete the paperwork then. Meanwhile, I received multiple messages from someone at the dealership about coming in to purchase the vehicle. I advised that I had the vehicle but wanted to make sure when they were back online that they would honor all of the offers. Fast forward to today, I go in to sign the paperwork and the final pricing is not right and none of the offers have been honored. The finance manager goes and gets the sales manager who says take it or leave it. He refused to adjust anything. So I left the vehicle there.

  

  Business response

  07/16/2024

  When the customer originally came in, we offered the $500 off. The customer did not purchase at this time. When the customer returned, they asked to receive an additional $500 off the price that was already discounted. Only one $500 off offer is applicable to the purchase. 

  Customer response

  07/16/2024

   
  Complaint: 21935254
  
  I am rejecting this response because: 

  1. That is not true.

  2. I asked that the online price be matched because they quoted a price that was $800 higher and the sales manager refused.

  3. The email communication with me from Nissan offered two years of free oil changes and $500 off the price. The finance person could not answer any questions about these offers or where the offers even originated from. He kept saying, I work for the bank and not Nissan. I have called and left messages for the sales manager and the store manager and no one returned my call. It has been a whole unpleasant experience purchasing a car from this dealership. Had I not already driven the car with my family, I would have just moved on but they all liked the vehicle. 

  4. The paperwork was all mish-mashed and pieced together. Some of the paperwork had the first purchase attempt date on it and some had the second purchase date. The mileage was not updated on the paperwork. The vehicle had over 300 additional miles on it from the mileage it was returned at.

  5. After all that and sitting at the dealership for nearly 3 hours after calling first to say I was on the way with a check from my bank, all the paperwork was still not complete. An additional form was emailed to me on yesterday to sign ASAP.

  6. I have been patiently waiting for a response via this site all for them to lie and say that they offered me $500 off. This dealership has horrible customer service.

  7. Please also note the patience I had when their computer systems were all down and no one could even give me the official final price and that's when I addressed the wrong prices on the summary. The least they could do is honor all of the offers constantly emailed and texted to me from the online department at Nissan of Lithia Springs.
  
  Sincerely,
  
  *******************************

  

  Business response

  07/24/2024

  The customer came into our dealership and negotiated the price of the vehicle. The customer then left. Came back to the dealership and renegotiated. Then the customer sent this complaint to ********************. Since this complaint, the customer has came back to our dealership and purchased the vehicle. The coupon the customer brought in stated there would be an additional $2000 fee if the customer had outside financing. The customer did have outside financing. However, we waived the $2000 and offered the customer 1 year of maintenance. The coupon she brought in also was VIN specific and we honored the coupon on a different vehicle.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nissan Had my car towed and impounded when it was supposed to be serviced. I wasnt notified about nor the reason why. Carmax is also involved Ive made a seperate complaint toward them as well.

  

  Business response

  08/15/2024

  Hi ******** Can you please provide VIN, Year, Make, and Model of your vehicle that was towed to our dealership so we can investigate this further? 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nissan of Lithia Springs Georgia is holding up plates, title and registration for a new vehicle purchase.

  

  Business response

  05/06/2024

  This customer did not purchase from the ******************************************* location.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase on March 18, 2024 for $2500 for a 23 Nissan Sentra. ******************* was my salesman. He was an excellent person. This complaint is about not refunding me the rest of my funds. I did not take possession of the car I brought it on a Friday 3/18/24 came back on Saturday 3/19/24 morning to let *** know I didnt want it. Do to insurance (FTA) no insurance will take me Ram the sales manager told me he can only refund me 2025 long story short I couldnt get insurance so they use their insurance. They paid $475. I didnt file a complaint right away because I wanted to do more research. Call the insurance company that Ram used. I forgot the name of it because they did not give me my paperwork. *** did not give me my paper because I wasnt taking position of the car, And stated I didnt need it. The insurances companies SINCE I did not take possession of the car THE INSURANCE company will AND CAN prorate. The insurance didnt start til 12am and they can Refund the money which is $475 *** refuses to give me back the $475. This is why Im filing a complaint because **********. Again, the insurance companies are able to Prorate the policy and refund money if the insurance was not used on the vehicle. He refuses to give me my money when I receive my 2025 on March 22,2024 I did not see the ******. I would like to have my refund and I would never deal with this company again (Unprofessional, rude and disrespectful) Again, this have nothing to do with ******************* he was Very professional this is about his manager **********

  

  Business response

  04/18/2024

  While we regret the customer changed their mind about the purchase, the Dealer paid for the customer's insurance, and that cannot be reversed. We have spoken to the customer and believe this to be resolved. 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Towards the end of November of 2022 I purchased a 2018 Nissan Rogue from my local dealership. Intial odometer reading was *****. The purchase was about ****** . I traded in my car and put a down payment of ***** dollars. The down payment value stood at ***** After taking the car home my parents warned me about the reputation of the dealership and advised that I take it back. The following morning I attempted to return the car back they stated that have no return policy and that once I drive off the lot the car is mine . As a 20 year old , ignorant to everything surrounding the deal I felt pressured to sign . And felt as if I had no choice but to sign .However once I signed it the odometer read ***** miles . They have denied all wrongdoing. After 4 months of usage the car began to leak coolant over heat , the A/C wouldnt function so I asked for a diagnosis. Due to the short time of usage the waved the fee. And claimed they fixed 5 months later the exact same problems began to occur . Overheating , heat not working and coolant leaks . The diagnosis was IDENTICAL to the intial diagnosis. The dealership said repairs were about ******************************************************************************* order to make the money for the repairs I would need transportation to work . However no supplemental transportation was given . They offered to trade in my car but the value of the trade in value would less than half of what the intial loan was taking out for. I let them know they could have their vehicle because it was unsafe to drive they stated that they would file repossession on my credit. I had no choice but to take it . They topped it off with coolant and gave me my keys . In the process of trying to work and gather money for the repairs the car began to over heat and shake . I brought it back once more . And now they claim the engine suffered damage as well and will cost over *****. I tried many ways to get out of the deal but nothing is in my favor

  

  Business response

  03/19/2024

  ************** purchased a Rogue Sport (JW285385) on Nov. 23 2022 with ***** miles on it. The vehicle was sold as certified however a wrap coverage was declined. 
     On May 16 2023 the vehicle came into the service department with 53571 miles on it and was written up for over heating and having a coolant leak. We covered the expense for a radiator fan and shroud since it was not covered under the *** warranty. 
     Jan 23 2024 the vehicle was brought back for similar overheating issues and had ***** miles. It was advised the radiator fan was needing to be replaced. This repair was not cover due to being outside of the 12k parts warranty. The customer declined the work and proceeded to continue driving the vehicle without resolving the issue. 
     Mar 4 2023 the car comes in with ***** miles and the customer is asked to leave the vehicle for further inspection. At this time ************** inquired about returning the vehicle. I informed her we can look at trading the vehicle however she stated her credit would not permit her that option. I let her know she could look into getting a co-signer. We at this point offered a loaner vehicle however one was not available. She proceeded to leave the vehicle and comes back on the morning of the 5th with her mother. While having a discussion her mother acknowledged she would not co-sign and advised ************* to give us the opportunity to get the vehicle repaired since the tech stated the repair could possibly be covered by the manufacturer's warranty. ************** reluctantly took her mother's advice and took the loaner to allow our service team time to get the vehicle repaired. 

*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. ↩