Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of transaction 12/02/24 Gerald Nissan of North Aurora sold me a 2024 Nissan Rogue with 0% finance, on 12/11/24 Mahmound contact me via email to present them my college graduate credentials and I contact them on 12/31/24 at 5:54 PM they stated that I did not qualify and that if I can come back to the dealership to sign off on the new fianc percentage i was approved for. They started with 3.9 % down to 1.9% as a final offer. They wanted me to go in 2 hours before closing and I explained it New Yeras eve, I did not anticipate this would be happing I have prior arrangements. ******** said he could open New Years Day so that I can sign. I mentioned I will not be available until Saturday but that I am not an agreement with any other finance rate. I feel ****** in accepting this and if this was a tactic to sell a vehicle under, the stipulation that I was approved at 0% and now the percentage has to change in order for me to keep the vehicle. I have been called with 2 salespeople on the call **** ****** and Mohmound El Touny. They tried to convivence me that this was the offer to accept me to accept and it had to be done that day because the month was closing.I was looking for vehicles that offered the best rate for vehicle. I was shopping for about 2 1/2 weeks. I was not in a rush. This was an end of sale 0 % for Nissan Rogue 2024. I would like to make my payments as my signing says 1/1/25 was my first payment and although I have a app. I don't have an account to make my payments. Please help me or orientate me on what the next steps are to take.

  

  Business response

  01/06/2025

  The customer came in to purchase the vehicle, and requested the 0% financing offered through Nissan Motors ****************  (NMAC)  The customers credit file was limited and we submitted to **** for approval.  After a number of conversations with ****, we were able to get her approved for 4.9% interest due to the limited credit.  The customer stated she was a college grad, which would help in hopefully getting her a better rate.  Customer provided said documents, but they were to dated and **** declined College Grad.  Upon further negotiations with ****, we did secure 2.9% interest for the customer, to which she said no!  We have also offered to buy down the rate for her to 1.9% interest; and again she said no.  We told her at the time, that she either needs to resign or return the car.  Neither of which she will do!  At this time and point, we MUST have her resign, or return the car as she is NOT under contract with NMAC.  Failure to do this will result in us having to come get our car!  We have done everything we can with the lender-NMAC to get her the best rate!  The customer needs to take action immediately.

  Customer response

  01/13/2025

   
  Complaint: 22758073
  
  I am rejecting this response because: 

  I, ******* ****, reject the response because I dont believe that the resolution provided by Gerald Nissan of North Aurora is justifiable and fully accurate. 12/2/24, I spoke with **** ***** sales consultant and asked about the Nissan advertisement of 0% APR financing for 60 months for the Nissan Rogue 2024. He said the sale ended on 12/2/24. The financing was with ****. I tested the Nissan Rogue 2024 VIN # ***************** .  I was accompanied by my financial ******** *****. We discussed the Manufactures price and **** gathered all my personal information. License, employment, S.S. household income source. I was handed a credit score and price you pay report in which I signed. I was notified that  I qualified for the 0% financing with ****. I negotiated my monthly car payment and the money down with **** *****, along with *** ****** ( New Car Sales Manager). After that I was sent with ******** El Tonuy (Finance Manager) I went over warranties, terms and conditions. After a long time in his office signing off on documents. I was given my documentation folder and told my vehicle will be available shortly. They also installed my NyNIssan App on my phone. On, 12/11/24 at 2:29 I received an emailed that asked if I was a college graduate. I replied with email on 12/11/24 that I graduated in 2019, so I was not sure if that counted. It did not become clear to me why they asked for my college information and on 12/27/24 at 7:07pm I received a call from **** ****** saying it was urgent I sent a copy of my diploma via email. I then asked **** ****** on the phone what this was all about. He mentioned that there were level of tiers and that I can potentially fall on a better level based on my college diploma. On December 3, 24,  I sent an email that asked for assistance.  I was hoping to sign up on my NMAC app for automatic payments because according to my contract my 1st payment date was scheduled for 1/1/25. I could not locate my account on my NMAC app and did not receive anything in the mail.  They suggested I would receive mail a couple of days from the vehicle purchase. On December 31, 24 at 10:41 I contacted Gerald Nissan and Spoke with ******** El Tonuy he stated that he was not reaching out because he wanted to gather the correct information regarding my purchase. I said I dont understand I was approved 0% APR financing and why did they wait all this time. Why did it take me calling them for them to now say something different. He asked if I could go to the dealership. Since I dont live close and it was New Years Eve, they were closing earlier, I would try but did not think that was possible. I made it clear that there must be some mistake and if they can investigate what happened. ******** stated if I ever said I was a recent college graduate to the sales consultant. I said, I never went in saying I was a recent college graduate. Recent college graduate Is not 2019. I still did not understand what that had to do with it.  They stated and said I was approved for 0% APR financing and allowed me to sign, register the vehicle plates under my name,   purchase 6 months of full coverage auto insurance  and drive home my vehicle.  ******** offered an apology and never stated who made that statement of recent college graduate and who was responsible for how the financing did not fall through. He said he was trying to fix it. At that moment He mentioned I qualified for a 3.9% and I said I am sorry but that doesn't seem right. That I was pre- qualified and  approved for 0% APR and now 1 day before my payment is due, they want me to agree on different terms.  Mohmound then said he was busy and could call me back. At 5:54pm both Mohmound and **** ****** had me on speaker. Mohmound again apologize and said he called in a favor, and it seems he could get me down to 1.9%. I mentioned that it is not what I was applying for.  When I went to the Geralds dealership, I was not in a hurry to purchase. I went through all the necessary steps to see if I qualified for 0% APR financing and they stated and allowed me to sign off that I did.  I explained that I felt that I was being cornered now into the vehicles new finance terms. I believe that if they had been transparent up front I could have ultimately made my decision whether I would have purchased the vehicle under the financial terms they are saying that I now qualify for. I mentioned that if they are certain that this is the only thing they can do for me based on all that I have explained to them. They are trying to work it out and that this was the best they could do at 1.9%.  I asked about my payment due 1/1/25 and what am I supposed to do? ******** said if I agree to 1.9%, I could go on 1/1/25 and he would open the shop so that it can all be done.  I can make my payment on time. That struck me unsafe, and I said no I cannot do that .  After 30 minutes of back-in-forth with both Mohmound and **** I was emotionally drained and said I know you have family waiting for you and so do I. I will reach out to you again. On 1/2/25, I emailed Mohmound and **** at 11: 16 am and asked once again for a resolution.  To please honor the 0% contract and allow me to make my car payment. I also filed with the ***** on 1/2/25 at 12:44. At 4:13 pm Mohmound called asked if I decided. Again, I stated that this was not something that I agree to and that I was hoping that they could figure out and honor my purchase agreement. My next day off was Saturday,  1/4/25 I could go and discuss in person. On 1/4/25 at 10:55 am I received a call from **** ******. He had a harsh tone and asked what I wanted to do. I said I would like to have my purchased contracted honored under the terms we agreed.  In an angry tone and raised voice **** said that it is not going to happen. So that I can choose to return the vehicle or that they will repossess the vehicle from me. If they repossess the vehicle. I asked him not to yell at me and that he would not intimidate me by his tone.  He said if I dont comply, they will contact the North Aurora police department on me. I hung up and contacted **************************** because I was not sure what I needed to do in this case. They helped in explaining this was a civil matter and they can mediate it if they come.  On 1/07/25 I contacted **** and I spoke with customer service ******  ID #****** she could not locate my information using my social security and I explained I purchased a vehicle on 12 /2/25 and financed with them if they happen to have my loan application in file along with approval letters. ****** said there is nothing in the system. The sufficient time passed in which my information should be in the system since I applied 1 month ago. She suggested contacting Gerald to ask them if they are certain they financed with NMAC and that she can be on the call to clarify her search for my information and vehicle VIN number. I called Gerald to speak with Mohmound. **** answered and  asked if he could help. I asked him for the date my loan  application was submitted to ****, and he stated 12/2/25.  They received confirmation of approval at 3:10 pm. He then stated that the approval letter was for 4.9% and I asked if **** should have my application in the system? He said yes. So, then I asked ****** to reply to what **** states. She explained not having an application nor finding me in the system and he said Well because she does not have an account, but she replied if the customer has an application with NMAC the sufficient time has passed to have access data in NMAC system. Sufficient time has passed since the purchase and there should be paperwork on our end if you state she applied for a car loan with ****. I also questioned **** with ****** present, still on the line if he received a letter of approval at 3:10 pm I was in the dealership in **************** still reading and signing off on paperwork. I asked for an emailed copy of my loan application and approval letter. I thanked customer service for assisting and followed up with an email to both Mohmound and ****. I will attach all emails, call logs from this reply. Please, I ask that you help me to further investigate this matter.

   

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

  

  Business response

  01/15/2025

    Unfortunately, as stated before, the Dealer is not the lender!  Nissan **************************** is.  The advertisement the customer refers to, clearly states "For Qualified Applicants".  NMAC did NOT find her qualified for the 0%, and approved her for 2.9%; to which we are helping to get to 1.9%.  This is the best NMAC is going to do!

    It is URGENT, that we receive our car back, or the customer resigns a new contract at the 1.9% interest rate; she is driving the car illegally!  This has gone on far to long, and as the customer was told, we will have to report this to the North Aurora Police, and come get our car back!  The car is currently not hers, nor under contract.  This must be done by 5pm on 1/17/25, or we will have no choice but to move forward!!

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a transmission issue they replaced my transmission under warranty. They failed to tell me about the class action lawsuit against nissan. I called them the same day they brought it back to me and they gave me another issue then my transmission went out again i contacted attorney general no help there an had to let my cat go i have 4 kids an one baby that almost died and now i am having no choice but to file bankruptcy

  

  Business response

  03/26/2024

  Unfortunately, the customer did not buy the car from ** (so no Lifetime Warranty), nor did she ************ with us, nor have we seen the car since she had the first transmission replaced.  As stated in the Attorney General complaint, this was a Nissan Corporate warranty repair that we facilitated, with a Nissan remanufactured transmission.  Evidently this transmission failed again!?  We never saw the car.  I suggested that the customer call the ********************** Consumer Affairs and open a complaint for Nissan to approve a second transmission.  We have no idea what happened with that suggestion back in August of 2023.  The Attorney General closed the complaint against Gerald, as it is not our warranty, but Nissan's.  Gerald can do nothing to assist, again, as this is a Nissan Corporate issue and decision with the customer!

  Customer response

  03/27/2024

   
  Complaint: 21478748
  
  I am rejecting this response because: they did service my car and the attorney general only closed the case because i could not afford attorney obviously because i had a baby that almost died i do have some things i can send in photos videos i found that i sent to them showing the same issue was occurring after they replaced the first transmission  and we can all go under oath and ask ****************** asked did you know there was a class action lawsuit against nissan and he stated yes he knew i asked why he did not inform me of this information he stated i dont know they changed the transmission ther for they should be held responsible for the second cv going out an i teied to reach out to them and ask them to fix the issue they refused and i had financial issues where i could not afford it with the class action lawsuit and them knowing this and they are the ones who replaced it they should of made it right i can try to reach out to attorney but due to this i had to file bankruptcy and let santander take the vehicle lesving myself an children car less and a sick child 
  
  Sincerely,
  
  ***********************

  

  Business response

  04/07/2024

  A class-action lawsuit  is against the Manufacturer, has nothing to do with the dealer.  The Manufacturer extended the warranty on the transmissions as part of the class-action lawsuit, and the Manufacturer replaced the customers transmission the first time!  The Manufacturer (Nissan) declined to replace the transmission a second time, NOT Gerald Nissan of North Aurora!!  Whether or not someone knows of a class-action lawsuit, has absolutely NO bearing on whether the Manufacturer will or will not replace the transmission.  Class-action lawsuits of any type are public knowledge.  Again, this is a situation between Nissan and the customer; the dealer can only do what the Manufacturer approves.  Again, we suggest the customer open a Consumer Affairs file with Nissan at 1-800-NISSAN1, to request assistance from the Manufacturer!

  Customer response

  04/08/2024

   
  Complaint: 21478748
  
  I am rejecting this response because: they are the company who replaced the transmission they should be held responsible for that and they should fix it. Their company is the one who changed the transmission and touched my car and i called several times an which i now have the records of every time i spoke to ******** and he kept telling me to bring in so the last time i brought it in he said oh no its a new issue when it was in fact the same transmission issue and was under warranty still if their company would of took it seriously they could of replaced the transmission again and would of been covered under warranty. But their reps did not take it seriously and i paid the price and my family they should of replaced the transmission again while it was under warranty pretty funny u get a new transmission and not even 30 000 miles later it goes out again ******* had my miles ****ed from the first time i went in not the actual mile **** that it was when they actually changed the transmission so again they changed it the first time should of did the second time was same cv issue i want them to be responsible because they changed and nissan i have a complaint against them as well i want Gerald to pay the price of the transmission 6000$
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Gerald Nissan offered an appraisal amount of ****** for my Nissan Leaf which I had planned on accepting per my lienholder ******************** The lienholder was willing to accept LESS that what was owed on the vehicle and provide title to dealership, ON THE CONDITION Gerald Nissan of North Aurora produced an updated appraisal on the vehicle in January 2024 Attempts to obtain an updated appraisal document proved fruitless as dealership ignored both the consumer and the consumer's bank in this scenario.

  

  Business response

  03/26/2024

    Unfortunately, this situation has nothing to do with Gerald Nissan.  The customer did a voluntary repossession with their lender DuPage Credit Union.  Regardless of whatever appraisal he maybe talking about, that would have no bearing at all on his dealings with the lending institution in the case of a repossession!.  The lending institution would take the vehicle that was repossessed to the auction, and whatever the amount the car sold for would be what the consumer would get towards the settlement of their loan.  The customers issues and dealings concerning his repossession, would be between the customer and ******************** not *********************************************!!

  Customer response

  03/27/2024

   
  Complaint: 21476811
  
  I am rejecting this response because:   The appraisal, which was attached in the original complaint, pre-dated the vehicle surrender.   Gerald Nissan of North Aurora's intentional withholding of the second appraisal request resulted in the vehicle surrender.   I am attaching again for your reference.
  
  Sincerely,
  
  ***************************

  

  Business response

  03/28/2024

  Unfortunately,  any appraisal from ** or any Dealer, has NO bearing on the value of the repossession with the lending institution. A voluntary surrender, or repossession, is only the responsibility and decision of the customer. Not the Dealer or the Lending Institution!!

• Initial Complaint

  09/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased a 2023 Nissan Rogue on or about July 31st and have yet to take possession of it. After signing the purchase contract it was found to have faulty cameras and has been with the dealership awaiting repairs. We were told that Nissan would pay the monthly payment and have yet to see this covered. We were also given the option to get a different vehicle but when the contract was written up the interest rate went up and the months increased as well. We were told it would be under the same terms but that didn't happen so we had to cancel that contract. At this time we do not have possession of our "new" vehicle and not compensation or resolution has been found.

  

  Business response

  10/02/2023

  Our apologies to the *****.  The wiring harness to the back up cameras on their new Rogue were bad, and it took some time for Nissan tech line to get this figured out and for us to receive after they were ordered.  Fortunately, the car has been repaired and the customer has picked their car back up.  Also, we were able to get Nissan consumer affairs to cut the customer a check for their first 2 payments of their car loan for the inconvenience.  We again, thank the ***** for their patience and time in getting this issue resolved.

  Customer response

  10/06/2023

   
  Complaint: 20606989
  
  I am rejecting this response because:  I have not received any checks from this business.  Until this happens I can not accept this response.
  
  Sincerely,
  
  ***************************

  

  Business response

  10/10/2023

  The 2 payments are coming directly from Nissan Consumer Affairs, not from us the dealer.  He was in Friday of last week and we gave him copies of the file with Nissan for the check they are cutting to the customer.  He was pleased.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/20/2022 I spoke with ******************* from Gerald Nissan on North Aurora. He said that they had a 2023 Leaf for $38,353.00. I told him I had a 2018 Nissan Platinum Maxima to trade, and that I had an offer for $27,000.00 and that I still owed $19,855.04. **** said they would evaluate independently, but asked what condition it was in (excellent) and if it had a moon roof (Yes). **** texted me pictures of the LEAF. I called to confirm the price. This time it was $38,780.00. I sent a text asking for confirmation that that was the price because Id been warned that dealerships add extra taxes (Which is weird because they should be set) from another dealership when I said I had a better offer. **** and I set up an appointment for me to drive there. I told him I was driving two and a half hours to get there. He asked for a $500.00 deposit. Which I paid immediately. When I got to the Nissan Dealership I was met by ****. We test drove the 2023 Leaf, where he found out that my husband had passed away in June and that we didn't really want to trade the ***** in. I was with my daughter. We went to go through with the sale. **** asked me to sign a paper. When I looked at it there was extra $11,000.00 added to the price. I asked what that was, and said he should have shown it to me before asking me to sign it. He said it was a market value adjustment because of supply and demand. I said that changing the price after I told other dealerships no, and after I drove 2.5 hours was unacceptable. He said we split the difference & roll it into the Maxima trade. I said I'm not paying an extra $11,000. He brought me another paper to sign, He kept leaving and coming back. When we saw the trade value for the maxima it was $6000.00 lower than the offer I had from a local dealership. I was really upset. I was introduced to another man (I don't know his name) they kept saying they would make it right. I bought ************* maxima. I called. ***** said we could reverse the sale for ******

  

  Business response

  11/15/2022

    The ** of the store spoke with Ms. ************* and they discussed the transaction.  The numbers were miscommunicated at the time of the deal, and we have cut her a check for the difference in the trade in value for another $4500.  She is happy with the resolution.  We apologize for the error and misunderstanding.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried to reach ** Tamer a couple of times in the past to address this issue. I never heard back. The situation is not good. We purchased a clean car from Gerald Nissan North Aurora on 8-11-2021, and the vehicle had no CarFax history. Then a month later, (4) accidents show up on the Carfax, hitting the same day shortly after we purchased all steaming from 2018. We didn't find out till just a few weeks ago as we had no reason to run the Carfax. We have sold the car and had to take a big loss on the vehicle due to all the damages that Gerald didn't disclose. I have attached my Gerald Protection plan to the ** Tamer, along with proof I had to sell the unsafe vehicle. I'm asking for a prorated amount of what I used.I have attached my GPP Purchase Plan Odometer = ****** Purchase Date = 8/11/2021 Price = $1,984 I sold the vehicle on 6-10-2022 Odometer = ****** Prorated based on the term of the loan (minus ten months I used it no claims) = $1,744

  

  Business response

  06/14/2022

  Attached, you will see the Buyers Order, Carfax at the time of purchase and the Carfax vehicle disclaimer form.  All are signed by the customer at the time of delivery on 8/11/21.  The Carfax at that time, was clean and free of any accident reports.  The current Carfax now shows an accidennt (reported 4 times?) that was minor and rear bumper in nature, according to the report.  We did not, nor did the customer, know of any such report at the time of purchase.  

  The Gerald Protection Package is not a insurance product, and is not cancelable.  If the customer would have purchased insurance products, such as a extended warranty, GAP insurance, or prepaid maintenance, there would be a pro-rated refund of the premiums.

  Customer response

  06/15/2022

   
  Complaint: 17422912
  
  I am rejecting this response because: Yes, I agree the dealer didn't know and we didn't know about the accidents from 2018 that got reported in 2021 but I was under the presumption that I was buying a clean car. "IF" I would have known this I wouldn't have purchased the *** plan or would I have purchased the vehicle. The right thing to do from the dealer is to refund this amount because of all the money I lost due to the nature of the reported accidents and its trade-in value. I was expecting to buy a clean car with a lifetime warranty, not a damaged vehicle multiple times.  A vehicle with this many accidents minor or major would severely depreciate its value. With regards to the *** and the retail value of the car, the prices should have been severely reduced. This is exactly why I'm asking for a fair prorated refund.

  
  

   The GAP I already turned into the dealer for a refund. Still waiting on that.
  
  Sincerely,
  
  *************************

  

  Business response

  06/16/2022

    The Lifetime Warranty that is attached to the complaint has nothing to do with the Gerald Protection Plan, and there was no charge to the Lifetime.  It is not an insurance product, and is included on every New, and most Used vehicles.  The ** of the store did offer to help the customer and trade them out of the vehicle; as the 1 minor accident that showed up on the Carfax would have little, to no, effect on the value of the vehicle.  The customer did not take up the offer!  We would have been more than happy to help the customer.

  Customer response

  06/16/2022

   
  Complaint: 17422912
  
  I am rejecting this response because:This is simply not true the ** never got back to me when I requested TWICE and have proof of no response. He said he would follow up and never did. Secondly this is not one accident but 4 accidents. Lets be consistent on the facts
  
  Sincerely,
  
  *************************

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