Complaints

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  February 2024 dropped off **** ****** **** due to shaking when reaching speed of 55mph. Amy informs me the car needs replacements of valve cover gaskets, right sway bar, spark plugs, rear brakes and new tires. February 5,2024 extended warranty company makes picture request but gives authorization of what is covered. I am receiving very little communication. The delay on my vehicle is either short staffed or waiting on parts. With every call came a new problem. I was informed I needed rear rotors when they were replacing rear brakes. After repairs completed, shaking continued and Nissan says need a right side drive axle to get rid of shaking. I leave Nissan with car and I go out of town February 10th. I call Nissan service February 22, 2024 for status on car. I was wondering why I had not been notified the drive axle repair from warranty company. After calling, no work done in the 2 weeks it had been there. Nissan rep had not even made an attempt to contact extended warranty rep for approval. After I complained about the neglect, on February 22, 2024, I heard from both parties of approval to begin work. On February 28, 2024 my brother picked up my car and paid $1271 for out of pocket. (Purchased tires elsewhere). He noticed right side squeaking. Returned to car lot February 29,2024 (next day) and now they say I need front brakes and rotors. There is a serious problem here. Why didn’t Nissan see I needed front brakes and rotors the same day it was reported the need of back brakes and rotors? It had been just one day after leaving car lot. Also Nissan let my car sit for two weeks without even attempting a repair and test drive. If they had addressed the repairs they would have heard the squeaking before the car was picked up. Now due to their neglect and delay I am to carry another financial hit for $520 and be inconvenienced a car that needs additional repairs and they show no remorse for their neglect.

  Business response

  04/09/2024

  My apologies for not previously responding, as I did not see your last communication. We did reach out to the customer in regards to their complaint and reached a resolution to do the updated work at a discounted price. The work has been completed and our sincere apologies to the complainant in regards to the delays.-Matt Steinbrink, General Manager

  Customer response

  04/09/2024

   
  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

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased brand new 2023 nissan rouge awd sv in June/July 2023. Soon after that may be a week or so while parked the cruise control error displayed came up. Took it to dealer and was told it was just dirty sensor. It did it again. Then came back from a trip and in late august the cvt issues malfunction displayed also cutting power to engine. Had it tow to dealership and was told there was nothing wring with it. 1week later it happened again. I drove it to the dealership and dropped it off. It has been there since September 7( maybe) until now December 21st 2023 and the dealership still does not know when they are going to have it repaired. Nissan denied a buy back. I am driving a loaner but paying for my car that its just sitting there broke down at dealer ship.

  Business response

  01/02/2024

  My apologies for not previously responding as I did not see the previous notification. Mr. ******* is accurate with his complaint for the lengthy time to fix his issue. Also, as he mentioned he was in a loaner vehicle that was nearly identical to his vehicle as far as features and equipment go, if not an upgraded vehicle over that time as well. Since this complaint has been filed the issue with Mr. ********* vehicle has been resolved and he has picked it up. Please let me know any additional information you may need.

  Thanks,

   

  **** **********-GM

  Customer response

  01/03/2024

  I received/picked up my vehicle but I am not satisfied with the results/process.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 12, 2023, I took my 2015 Nissan Murano to be diagnosed for a check engine light at Reiselman Nissan. They advised me that I needed to replace my spark plugs. I paid $531.11 for my spark plugs to be replaced. In less than 24 hours, my check engine light returned and I returned to Reiselman Nissan the next day (10/13). The Nissan technician advised me that I needed a new catalytic converter for $5900. I want a refund of $531.11 for the repair cost of replacing my spark plugs, which were clearly not the issue.

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a brand new 2023 nissan frontier. The front driver window stopped functioning the first time I used it after purchasing. Rolled down but would not do anything all the way down. Took it into service department while it was not working. Service Department said they found nothing wrong with it, but decided to 'grease' the tracks of all windows. I do not think this occurred. Issue was still present days later when attempting to use the window. Appears to be heat related in our high temperatures in KC this summer as when it sits for a while the window will function again. When returning for same issue, was told by service department that they have to 'repeat' the issue to fix it and there was nothing they could do if they couldn't repeat it, I was turned away with nothing done. Service department told me to return when it was happening. Issue returned, I returned back to service department, service tech saw it happening (along with the original first visit tech knew it was happening also). I was told there were no service techs available and to return again. I returned again was told it couldn't be repeated. At this point it has been a total of 6 visits and nothing being done. Wasted vacation hours from work. On the ---7th--- visit (a Saturday) was told they were extremely busy and to leave the vehicle. They called me back later that day to tell me they could not repeat the issue (even though at this point 4 technicians have seen it happening and I recorded 2 videos of it happening 1 video while at their service center). Now I am getting frustrated, expressed my frustration on the call and told them I would come pick up the truck. By the time I made it to service center, the tech told me they made progress and would like to set up time to correct the issue. I was told they would call me back after he discussed with lead tech and had a plan to fix. After 4 days, I called the service center, tech said he was trying to arrange a loaner vehicle and would call me back, 2 weeks passed, I called again, I was told the tech was not working. I expressed frustration with the situation again, the person on the call told me they would have the service center manager call me back that day. I have now been waiting 4 days with no return call. This dealership is unacceptable. Shocking that they would loose a customer like me and the bad word of mouth from me to friends and family over a $300 - $500 dollar power window motor on a 40k+ truck purchase, instead of just fixing it. I even offered to purchase the motor and switch out of my own pocket just to fix the window as I cannot have a brand new truck that I cannot use the driver window (the most used window) and the cost of the motor is a lot less than the vacation hours I have wasted to this point. Seeking the repair to the window as the contract was to deliver a functional brand new vehicle.

  Business response

  10/09/2023

  Here is the email I sent to customer regarding their issue after leaving a voicemail as well. After speaking with him I do also plan to find out about paid time off hours used to assist in compensating for the extra trips that he had previously made to the store.

  **** ********** ********************> 3:43?PM (0 minutes ago)
  
  
  to ************
  
  
  
  
  
  
  
  Hello *****,
  
  
  I'm reaching out in regards to your 2023 Frontier to attempt to get things turned around. I apologize that you are still dealing with this issue, and that your experience has not be an enjoyable or efficient one in dealing with our service department. My service manager has reached out previously and I'm not sure that he's been able to communicate that he does have a Frontier pulled aside for you to use while we take care of the issue with yours, and we can certainly accommodate by picking up the vehicle from you so that you don't have to make another trip in. Please give me a call at your convenience so that we can get this resolved as soon as possible, and again, my apologies for the inconvenience.
  
  
  Kind regards,
  
  
  
  --
  **** **********
  Executive Manager
  Reiselman Nissan
  ************ *******************

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was on a three week road trip, and on the date of Sept. 7 2022 I stopped in for an air leak repair. The following day I noticed the air was leaking again. It was a slow leak, and I filled with air at gas stations along the way, and further decided to make a stop at the next-closest ******** Corporate Store (they fix leaks and flats for free at these) in Denver, Colorado. I provided them the write-up from Reiselman. A few minutes after sitting down in ********, they rolled the tire out to show me that the source of the leak was a nail or [industrial] staple that was in the same place as the "original" patch, and they suspected the source of the original leak was overlooked, a mistake was made and the nail/staple remained in the tire. Because the patches/plugs would overlap each other and compromise the integrity of the tire, the tire had to be completely replaced. It took me a while to finally get in contact with Reiselman, and while they requested the documents I am attaching on Sept 21st, to which I promptly responded. I received no follow up correspondence nor apology. They claimed I simply hit another nail. With the number of miles driven between the patch and the leak return, and the surface area of all tires considered, the mathematical and statistical probability of a nail/staple appearing in the same exact spot is virtually impossible. A mistake (hey, it happens!) made by an employee is exponentially more likely and the second puncture was overlooked or source not removed.

  Business response

  11/01/2022

  I reached out and had a phone conversation with the customer. I communicated that I do understand their perspective that it would be unlikely that a nail/staple appearing in such close proximity to a repair done just a day before, but after reviewing with my staff and looking at the photos, I stated that we find it just as unlikely that in doing the repair to patch the tire that we would have not noticed the additional issue and that it would have actually interfered with the repair we did. I communicated that mistakes do happen, and apologized that she had to deal with an additional issue so quickly, and offered to split the cost of the replacement tire and labor of $182.31. We agreed and we are issuing a check to be mailed to the customer for $91.16.
  
  Please let me know if anything additional is needed from my end.
  
  Thanks,
  --
  **** ********** ********* ******* ********* ****** ************ *******************

*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. ↩