Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint regarding the purchase of a 2018 Chevrolet Traverse from St. Charles Hyundai in March 2024. Upon purchasing the vehicle, I was led to believe I was receiving a quality, well-maintained ***. However, by October 2024, I started noticing several issues with the vehicle.The main issues include:1. The A/C system began malfunctioning, failing to cool properly.2. There was a strong exhaust odor entering the cabin, indicating possible serious exhaust system issues. Upon taking the vehicle to a trusted mechanic, I was informed that the *** has multiple holes in the catalytic converter and damaged O2 sensors. In addition, the A/C unit required extensive repairs. After further investigation, I found that these issues were not fully covered by the extended warranty I purchased, leaving me with significant out-of-pocket ******** date, I have spent approximately $6,000 to repair the vehicle, including fixing the catalytic converter, replacing the O2 sensors, and addressing the A/C issues. I feel that I was misled regarding the condition of the vehicle at the time of purchase, and that St. Charles Hyundai should take responsibility for these defects, which have clearly emerged shortly after the purchase.I am requesting a fair resolution, which includes covering the cost of repairs, or providing some form of compensation, given that these issues were not disclosed to me at the time of purchase. I expect a prompt response and a satisfactory resolution to this matter.Thank you for your attention to this **************: ******* ******* Vehicle Information: 2018 Chevrolet Traverse Purchase Date: March 2024 Amount Spent on Repairs: $6,000

  

  Business response

  01/27/2025

  Ms. ******* purchased her 2018 ***** Traverse in March of 2024.   Her vehicle has not been back to our service department since that time.   In December she took it to *** **** Chev with several complaints, AC not working, check engine light on, and exhaust smell were the main complaints.    She purchased this vehicle with ****** miles on it; and it now has over ****** miles.    Unfortunately, she didn't have her exhaust system checked out until after ****** miles which is the manufacturer's warranty on exhaust systems.    Also, based on the repair order written by *** **** Chev, the exhaust system may have been damaged, or 'cracked' as indicated by the technician.   Since she's already had it repaired, there is no way for us to inspect it at this time.   We do know, however, that it wasn't damaged at the time of purchase because it passed an emissions test, and she said she started smelling the exhaust fumes in October.   We wish that she had mentioned the exhaust smell to ***** Chev when she was there in November.    We also told her to please bring her vehicle straight to our service director if she has any further problems so he can personally take care of her.   The good news is that the service contract covered over $5200 for her including a rental vehicle while her vehicle was being repaired.

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/11 purchased a 2014 Buick Encore for my daughter, it needed a compressor and was made aware on 9/6 when we first looked at the car. The sales manager called on or around 9/9 to inform my husband that it was fixed and ready for purchase. When our daughter drove it back to school in Charleston ******** she started having issues around 9/27, I drove to pick up the car from her and dropped it off at their service department on 9/30. I called them on 10/1 to check the status because no one had reached out to me and was unable to make contact with anyone, after calling again, I spoke with ******* on 10/3 and that is when she told me that the issue was a pinhole in the line of the compressor, it has been in the shop since 9/30 and I have not heard anything from the business since 11/4 and I called and spoke the finance manager ****** and gave the message to the the salesman **** *******, who then called me back 5 min later. He stated to me that they could try to swap out the car and would get back to me within the hour, but he did not. This has been a hardship on my family, we have already made the 1st car payment and coming up on the 2nd, as well as paid the sales tax and have gotten the car registered, they have not offered any compensation, loaner car nor have they fixed my daughters car.

  

  Business response

  12/02/2024

  This customer purchased a 2014 Buick Encore, with ******* miles on it.   This vehicle comes with a 30 day powertrain warranty.  When the customer came back 19 days after they purchased it, saying the ** wasnt working, we said we would take care of it at no charge.   We do this because we care about our customers.  This part is not covered under their warranty.  This vehicle runs great other than this needed ** repair.
  
  We ordered the ** line from ** after finding out that aftermarket parts do not work long term on these vehicles, and we didnt want the customer stuck with a temporary repair. (Many dealers would have taken this route, which is not best for the customer).
  
  We told the customer to pick up their vehicle (in early October) because the vehicle is completely drivable without the ** (and we were going into the fall/winter weather).
  
  They didnt pick it up until two weeks ago, weve been telling them that this part is on National backorder with GM.  We are checking on it weekly.   We will stand by this to the end.   We understand that they are nervous.   Many people wouldnt trust us to do the right thing, but we always do.   They told us that they thought that part would affect the heating system also.   We assured them that it does not.   The heat is working fine.
  
  We cannot give out a loaner vehicle for an ** repair that is outside of warranty coverage.   Keep in mind, there is nothing wrong with the drivability of their vehicle.  And since the day we learned of their issue, we have committed to do this repair completely free of charge for customer goodwill.   Other dealers may have just said it isnt covered.   We always try to do more.  Thank you.

  Customer response

  12/05/2024

  Complaint: 22561032
  
  I have reviewed the business' response and am rejecting it because:  Their statement is not of truth, they're not fixing the vehicle out of the goodness of their hearts, they are required to fix it because it wasn't fixed correctly in the first place.  When we purchased the vehicle, the compressor was not working, we smelled antifreeze.  Our salesperson told us service knew the compressor was bad and promised it would be fixed, that was on September 7, 2024.  On September 11, 2024, after receiving a call that the vehicle was fixed, we test drove it and didn't smell the antifreeze.  We completed the paperwork and took the car home on September 11, 2024.  On September 29, I dropped the vehicle back off to be fixed because at that time, the air conditioner was not working, (and still isn't), a loud noise was coming from the blower.  No one ever contacted me to say they had the car and was looking at it.  I called on Wednesday, October 2, 2024, to speak with someone regarding the issue to only be told that the line to the compressor was defective and they were waiting on the part to come in.  I had not heard from my advisor for almost a week and half before I called again to say the part was on back order but drivable.  At no time did they say this issue would not have an affect with the heat and defroster which was our biggest concern for our daughter.  I have dates/times from where I had to initiate the calls to find out the status of the part.  It wasn't until this complaint was filed that I was able to finally talk with someone mid-November to say the heat and defroster would still work, just the air conditioner does not, which obviously not needed at this time.  This whole time we were never offered any type of resolution for this issue and while I have the car now, I still have not heard anything more about the part.
  
  
  
  Sincerely,
  
  ***** & ******* *****

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date 10/24/24 AT YOUR OWN RISK**** had made an appointment for 2015 SUV to make a coolant flush, brake fluid flush and an oil change. I went into the waiting area which they have a window for you to see and technician didnt even had 15 minutes working on the car when he broke the radiator when pulling the upper hose out. The advisor came and got me to let me know about their mistake and now I only did not have my car drivable but had to pay for a new radiator and labor to install it. They offer a rental car but these lying service advisor then told me that in less than 30 minutes they had changed the engine oil and had done a brake fluid flush. I went and talk to *** their service manager and explained the whole situation. He called the technician on speakerphone alerting him as well and said that he had perform those 2 fluid changes which he wad lying. ** totally backed him up and said I didnt know what was I talking about. I told him that I always had come to their shop to do oil changes and they dont take less than 90 - 120 minutes for a routine oil change much less adding the brake fluid flush. ** and his stealing team called that radiator had disintegrated if they broke the plastic part while trying to remove the hose. Its apparent that they just want my money no matter what and since I had already called ******, service advisor, that I was going to take my car out and replace radiator elsewhere , they took no time in making up without having NO time about performing services they did not do. Obviously , I cant tell you where to take your car but its a fair warning for your hard earn money.

  

  Business response

  11/06/2024

  We have a call in to Mr. ***** regarding this complaint.   As of this writing, he has not responded yet.    He brought his 2015 Nissan to us with *******miles on the odometer.    Due to the age and mileage of this vehicle, when we attempted to perform a coolant service, the fill neck on the radiator disintegrated.  These things do and will happen on vehicles with high mileage such as his.   He declined to have us fix it here.    We did perform the other serviced as he had requested.   Hopefully he calls us and we can discuss this with him further.  Thank you.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I was buying my car, the salesman lied and told me I got 3 years of oil changes, which I questioned at the time, for free, not 3 years or ****** miles, but fine. When I call to schedule you have to do it within ***** miles of the "due" mileage, which is a hassle to try to get an appointment. I had an appointment on Friday 10/4/24 at 3:30pm, they send a text to make sure you will be there on time. I arrived at 3:20pm, sat in the service waiting room and he came back at 4:00pm and said they could get me in in 50 Minutes. I had to pick up my Great ************** so I had to leave. The next available appointment was 10/31 and I would be over on ***** miles cut off. He said they had to send two of their mechanics to their other facilities so they were short, so now I am just out an oil change because they can't keep their appointment times?

  Customer response

  10/08/2024

  My situation has been rectified.  They are doing my oil change.  Thank you for your help

  

  Business response

  10/08/2024

  Our service manager reached out to ********* ******** when we found out this customer was having a problem.   We quickly realized that one of our new employees had not given her the proper service that she deserves.   We have counselled him on the proper process and are grateful to Ms. ******** for daylighting this issue.   We then offered to pick up her vehicle for the oil change service and to return it to her once completed.   She has accepted this offer, and we believe she is happy with the outcome.   Thank you, St. Charles Hyundai Management

• Initial Complaint

  10/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a certified preowned vehicle July 2024. I purchased 2022 Hyundai. When I pickup the car the passenger door makes a loud noise or rattles. I purchased this car with a warranty that should have cover the repairs on my vehicle. I spoke with the owners of the dealership to resolved this issues . I want the issue with my car door rattling and making a loud noise fix as I was told when I purchased this car I had extended warranty on this vehicle. I only have ****** miles on the vehicle and want my door fix as it was making this noise when purchased this vehicle.

  

  Business response

  10/25/2024

  We have been in contact with Mr. ****** to address his concerns.   We've given him everything he needs to complete the process of refinancing with his bank or credit union and we will assist him thru the process until it's completed.  This will resolve the issue with his vehicle service contract for his vehicle.    Regarding the rattle in the door, our service director has driven the car on multiple occasions and we've explained to Mr. ****** that we cannot hear the rattle.   This is an intermittent issue for him and he understands that it may be difficult to diagnose until it becomes a more frequent or constant issue.   He is a very nice customer and we are happy to assist him.  Thank you.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a car from Nissan in ***************. With a full buy out by July 4th, I bought a 2014 infinity, and it just broke down July 29th. I thought it was the battery and turns out to be the alternator. The alternator went out in the middle of me driving on the highway. I was scared at that time, I thought the worst was going to happen, but fortunately I was able to be moved out of the way. I dropped it off with Nissan on July the 31st. I have a lemon warranty but they don&#**;t cover certain things. At first they wanted to say the warranty ran out, but it was still within the 3 month warranty time. Now they say they don&#**;t want to cover it and they want 2000 dollars to fix the alternator. All I was supposed to pay was the 200 deductible, this was in the paper work for my warranty. I have 2 options. 1.) get a loan or 2000 dollars to fix the alternator. Or 2.) If my credit is looking good, he can put me in a new car today, however it has a 300+ car note. They wont refund me and I am not sure what to do.

  Customer response

  08/21/2024

  ****** called me yesterday and offered to go half and half to fix the alternator on my infiniti truck. They want me to pay $2,000 for repairs but I declined the offer as I cannot afford it. She called me again this morning and said if I can come up with $450 they can do the repairs. I feel like they knew from the beginning something was wrong with the vehicle. 

  

  Business response

  08/21/2024

  ************* purchased a 2014 Infinity with ******* miles on June 4th (not July 4th).   On August 1, he brought in his vehicle to be checked out and it was diagnosed as needing an alternator.   When he bought it, the vehicle came with a 3m or 3000 mile powertrain warranty, and he declined an extended warranty offered at that time.  Alternators would not be covered under a powertrain warranty regardless, but as of Aug 1, he had ******* miles on his vehicle.    We offered to work with him on the price of the repair, but he had declined.     We have since spoken to him (when this complaint was registered)and he said he would like to have the work done and will contact us at a later date.  Thank you.

  Customer response

  08/22/2024

  Complaint: 22095253
  
  I have reviewed the business' response and am rejecting it because: they didnt offer anything they wanted me to pay $2000 for a alternator they just called me Tuesday trying to offer to go half with me getting it fixed ****** said we could do $1000 and you bring $1000 then just yesterday she called and offer something else but the offer is only last a week til September 1. But the offer was I pay $450 for them to fix the problem & I have to pay for my own  tow to. So if we can extend the offer then Ill do that but if not then I feel like they should pay for it all. 

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

  

  Business response

  09/03/2024

  Please do not close this as the customer did not agree with the resolution.    We have bent over backwards to assist a customer that is outside warranty parameters, and he is very happy with our assistance.  Please reach out to him again to see if he is now satisfied.

  Customer response

  09/04/2024

  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

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While vehicle was in for warranty work that didnt get done cause they will only warranty some of it But while in there they broke the top engine shield cover and wont replace it they are the only ones who ever had that off for repairs they have done Will never go there again for service or buying a vehicle

  

  Business response

  07/29/2024

   

  **************** purchased his 2019 Hyundai Elantra in December of 2019.   He currently has approximately ******* miles on the vehicle.   His vehicle is consuming oil at a higher rate than normal.   Hyundai, not St. Charles Hyundai, warranties this vehicle until ******* miles.    His engine did not fail, but Hyundai has agreed to pay 90% of the repair to replace his engine to resolve the oil consumption issue.   He has declined this offer.   There is a 2 inch crack on the engine cover which could have been there for quite some time.   It appears to be a pre-existing condition.   We would be happy to replace the cover at no charge if he decides to replace his engine at our dealership under offer that Hyundai has extended.  Thank you.

  Customer response

  07/30/2024

  Complaint: 22006002
  
  I have reviewed the business' response and am rejecting it because:
  
  It he dealership broke it and wont take responsibility on it and the oil consumption that is the fail right there I would have never done all this 3 step you told me to do if engine ***** more then 1 quart of oil every 1000 miles they would replace motor mine failed ***** 2 quarts every 1000 miles thats a fail cars or carp just like the dealer they broke something they should replace it 

  they called me telling me they wont replace it because it doesnt affect how the car drives. No, it doesnt affect how the car drives. It affects me. Its my car that I bought new. I still owe one you broke it. You fix it.

  and as far as the warranty, I wouldve never went through this if you guys wouldve told me, I wouldve  owed any money on warranty would have never done this cause now car is worse then first time in there cause of oil additive they put in to slow down burning now check engine light on runs rough 

  never go here for service or to buy a vehicle 
  
  Sincerely,
  
  *************************

  Customer response

  07/31/2024

  So if I spend 3k on engine replacement that should be covered 100 percent you will fix the top engine shield you broke and you say it was like that for some time 
  no it was not. Your company did this they should replace doesnt matter it effects the way it drives you broke it 
  no body from you or the company knows about warranty I have been pushed so many directions and have gone no way but down 
  you call asking what you can do to make this right and you call back like a broken record saying the same things I have already heard from **** and same he knows nothing you both are so incorrect and wrong 

  this company has been s******* people for years and I know it 

  Customer response

  08/05/2024

  So after all my car being there for oil consumption and then broke my top engine shield they wont replace unless I go with the warranty they gave me and they pay 90 I pay 10 percent off 12,000$ engine replacement cause it failed in all three test and ***** more oil then it should But broke my top shield while there and wont replace unless I put down 3k for a warranty motor replacement which should be covered 100 percent not ********************************************************************************************************* $3000 to get a motor and the top shield that you broke what a joke never buy a car from this place or get service done and they dont understand or nobody there knows about the warranty on these cars even Hyundai customer service. Dont know they keep pushing me to the dealer and the deal keeps pushing me back to Hyundai. Nobody knows about the warranty.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband called this dealership early March of 2024, which we have been informed is a recorded line, about fixing a couple of issues with his Nissan truck since it was a Nissan dealership. He spoke with a gentleman named *****. My husband informed *****, to look over the truck and please tell him everything that is wrong and potential pricing. If a loan needed to be done to fix the problem or problems, we can look into that. My husband biggest concern was a check engine light showing a code related to turbo and a def light showing see dealership. After a week of having this vehicle, he was informed by ***** that he could fix this issue, fixing a part of the Turbo. He has worked on multiple vehicles with similar complaints and it fixed the problem. My husband stated if he's positive it will fix it, lets go forward with it. After the part was installed, we got a phone call stating it did not work, *****, now ran the code and called the "Nissan" headquarters and the code is related to turbo and would roughly cost around 6000, but he still does not have an answer as to why the def light was on. I'm frustrated because we paid 2200, including tire rotation and oil change for something that did not fix the problem and we still don't have answers. He also changed a ground cable that we told him not to, The vehicle is still in the drive way and is not able to be driven. It now says it will go in limp mode in 50 miles. I don't agree with attempting to fix a vehicle w/o even running the code, after the fact the part was installed. On 4/16 I called Nissan consumer affairs and due to this dealership being independent, will have to talk to owner. On 4/17 ***** said nothing they can do. I spoke with the manager ********************* on 05/20, he said he will investigate. On 5/30 and 06/06 I have left messages for ** to return my call concerning what he had found and no response. I do not feel like I should pay for something that did not correct the problem. I feel ignored.Pat/******

  

  Business response

  06/24/2024

  This vehicle is not in ******************** name and she has not been the person communicating with *****, our service advisor. Her husband owns a 2017 Nissan Turbo Diesel Titan with ******* miles.   When her husband brought it to us, it had multiple major issues.   He was told it would be a step by step process in other words, one thing would need to be fixed to test the next issue, and he agreed to all repairs.   We have the recorded conversations between ******* and *****, our service advisor, who did a phenomenal job explaining how this step by step repair process could go.  His vehicle was in such disrepair that we could not even perform the tests required for a full diagnostic.   
  
  One of the things in the complaint was the battery cable that she claims he did not agree to.   Please see the attachment for the condition of the battery cable, again something had to be done with this to proceed, and he agreed.

  ****************** was well aware that the initial repair may not be the only repair needed, as we know by the phone call between ***** and ******************.

  High mileage, older vehicles, can have these layered issues frequently, whereby you fix something that has presented itself as an issue, and it uncovers another issue.  

  He is responsible for the bill, and he has paid it.  He has also chosen to not repair this vehicle further and has picked it up from our dealership.

  Thank you,  St. Charles Nissan Management

  Customer response

  06/26/2024

  Complaint: 21817524
  
  I am rejecting this response because: I feel we should be entitled a refund of some of the work performed. If a vehicle is in such despair a full diagnostic cant be performed, it should have been explained and not offered in confidence that a part will fix it, misleading the customer that your company is capable of handling and performing repairs. As far as the step by step process, it was asked what would happened if this part didnt work. *****, who did a phenomenal job at explaining the step by step process mentioned that he is trying to save money and is confident and has fixed multiple customers with the same problem and saved them a lot of money. Why are we fixing things we cant even run a diagnostic to, guess we are just stabbing in the dark. It was again asked by my husband ***, what would happen if this part didnt work. ***** again informed *** that it would be a step by step process but he was confident that it would work. So *** agreed to the work and agree to other work such as an oil change and tire rotation.  After the worked was preformed, *** was notified it did not fix the problem, corporate had to be notified and the turbo had to be replaced, 6000 for the part. Had your company ran a full diagnostic, called corporate to determine the cause of one of the problems, he would have not agreed to the work. Your advisor mislead my husband in thinking your company can handle and perform the necessary repairs. It was also mentioned that it was still not known the cause of the Def system check engine light. Please feel free to download the conversation between ***** and ******************, as it will show the phenomenal job ***** did in show casing his confidence as to what was wrong with the vehicle, leading one to agree to proceed with the work. As far as *************** not being the one to have the initial conversation with your advisor *****, it can be said thats the only accurate information that was given in this experience. I have been asked by my husband to act on his behalf in this unfortunate situation, resulting in a vehicle that still is not able to be driven. One would hope in confidence that you take a vehicle to a shop that specializes in that manufacture, it would have all the necessary resources, skills and experience to handle the job at hand without misleading someone. 

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

  

  Business response

  06/28/2024

  ****************,

  Our dealership employs Nissan Master Technicians with decades of experience working on Nissan vehicles.  Our service advisor, whom you continue to disparage, has many years of experience assisting Nissan customers at our dealership.   He is one of the best Nissan service advisors in the industry based on his high customer service rankings and awards.  We understand that you are frustrated.   Your husband purchased this truck last year at another dealership.   We are curious as to why he did not take it back to them since it seemed to have had serious issues not long after he purchased it.   We've dealt with your husband with honesty and integrity.  The repairs that he paid for were necessary to begin to peel back the layers of issues with the truck.  We will stand by our quote for the remaining necessary repairs if he wishes to proceed.   Thank you, St. Charles Nissan Management

  Customer response

  06/28/2024

  Complaint: 21817524
  
  I am rejecting this response because: we still dont agree with the outcome. We can agree to disagree. We will not proceed with the necessary repairs as we dont feel confident your master technicians even know what is wrong, due to the vehicle being in such despair, and still not having the answers to these other problems or even possible quotes. We are already out money. Im not doubting your advisors ratings or awards, I dont even care. We dont feel he did an phenomenal job in Pats interaction with him. His experience, interaction,  and expertise made Pat feel the agreed upon work would correct his despaired vehicle, as he has seen this problem multiple times. Hope other customers can be helped by your master clinicians with decades worth of experience and top rated, best in the industry advisors, as *** was not.

  ************************;

   

   

   

   

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

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had multiple issues with the service department at this dealership. I&#**;ve repeatedly made complaints to the manager and they call back to argue and state I don&#**;t have faith in them. Every time I get service something goes wrong and I have to take my car back.

  Customer response

  06/05/2024

  After filing the complaint, I went to the business location a few minuets later because the car wasn't released. The tech person was not releasing the vehicle. The sales manager ***** then came up and said I filed with the BBB. I said yes I did, then she went back and brought out **, the manager and they both are now denying service to our vehicle despite the warranty. They told me to take the vehicle elsewhere. We had a back and forth, them being entirely unprofessional and dismissive. 

   

  Our conversation was also recorded on their end. We have had to take time off from work to make sure the vehicle is fixed. 

  

  Business response

  06/24/2024

  Prior to ************* placing this complaint, we had a long conversation with her after she had accused us of several concerns that we verified were not true.
  
  She has expressed her lack of faith in our dealership in person and via the phone on multiple occasions.   Our managers have put 110% effort into finding ways to ensure her satisfaction with our service department.   For the sake of our employees, and with many factors taken into consideration, along with the implied deception,we decided that it would be better for both parties if she found a dealership that could accommodate her concerns more to her satisfaction.
  
  She is aware of our position on the matter. 

  St. Charles Nissan Management

  Customer response

  06/26/2024

  Complaint: 21802187
  
  I am rejecting this response because: from THE FIRST DAY WE PURCHAS** OUR ARMADA AND ***** THIS DEALERSHIP HAS GIVEN FALSE INFORMATION. MY ARMADA WAS IN A HAILSTORM AND THEY DID NOT INFORM ME BEFORE SELLING ME THE VEHICLE. THEY END** UP GIVING ME AT NO COST AN EXTEND** WARRANTY BECAUSE OF THIS. WE HAVE HAD TO BRING BOTH THE ARMADA AND THE ***** BACK MANY TIMES BECAUSE THEY FAIL TO MAKE SURE THEIR TECHNICIANS WOULD RESET ALL GAGETS IN THE VEHICLES. I EVEN HAD PAINT PEELING THE FIRST YEAR I HAD MY ******* WERE THEIR TECHNICIAN DID NOT REPORT TO NISSAN AND I WAS GIVEN AN EXTENSION ON WARRANTY DO TO LACK OF COMMUNICATION FROM THERE TECHNICIAN TO THE NISSAN COMPANY. WE DO NOT WANT TO TAKE OUR VEHICLES BACK BECAUSE OF ONGOING ISSUES WITH THE SERVICE MANAGER ** AND ****** WHO WAS ANGRY WHEN WE INFORM THE BBB OF ALL THE COMPLAINTS WE HAVE HAD AGAINST THE SERVICE DEPARTMENT. I WOULD LIKE THIS COMPLAINT TO STAY ON RECORD FOR THIS DEALER AS WELL AS EXCALATE TO THE NISSAN CORPORATION AND ATTORNEY GENERAL OFFICE. THIS DEALER SHOULD NOT BE ABLE TO STAY IN BUSINESS DO TO THE MANY ERRORS MADE TO OUR VEHICLES AND THE STRESS THEY HAVE CAUS** OUR FAMILY. ****** AND ** HAVE MADE MULTIPLE EXCUSES AS TO WHY WE CAN NEVER GET THROUGH TO THERE SERVICE DEPARTMENT SAYING THEY ARE ALWAYS SHORT STAFF AND HAVE TO SERVICE THE ENTIRE COMMUNITY. IT IS HORRIBLE THAT OUR VEHECLES ARE FAIRLY STILL NEW AND WE HAVE SPENT SO MUCH MONEY TO TRUST THIS DEALER SHIP. CUSTOMER SERVICE HAS BEEN HORRIBLE FROM THEM SAYING MY ***** HAD LOCK NUTS AND THEY COULD NOT GIVE TIRE ROTAITION TO ON GOING ISSUE WITH THE ***** DO TO THERE TECHNICIANS NOT DOING THE CORRECT THING. WE DID NOT HAVE TROUBLE OUT OF THE ***** RADIO OR ELECTRICAL SYSTEM UNTIL THEY DID A OIL CHANGE AND EMISSIONS TEST. NOW WE HAVE BEEN WITH OUT RADIO AND CAMERAS ON OUR ***** FOR OVER 3 MONTHS BECAUSE OF THIS ******** DEALERSHIP. 
  
  
  
  Sincerely,
  
  *********************

  Customer response

  06/30/2024

  I want this claim to stay on the records of st. Charles nissan dealership. We have had the worse experience with this dealership. They have never resolved our problem. We did not have issues with the radio or cameras until a emission test was done by the dealer. We have had multiple problems with both of our rogue and armada going back to the first day of purchase. I want it to be on there record that every time we would pick our vehicles up they would not reset the gadgets in the vehicles, and we would have to take time from work to continue to come back to get this corrected along with other issues. It is a fact that on day I filed the complaint they were going to order the radio until I inform the bbb of the multiple ongoing problems that have not been resolved with our Rogue. ****** came to me in service and said you filed a complaint with the bbb . I said yes and very unprofessionally she said WHY. I responded because this is ongoing, and you were unprofessional when I brought this to your attention. She then whispers something to ** the service manager and he stated you will have to go some were else to get your vehicle fixed when they caused the issues and we bought both of our vehicles from them. This again is unprofessional and should stay on there records and not resolved.

  Customer response

  07/03/2024

  I have a 2021 Nissan Rouge. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I came to this dealership to purchase a vehicle, a 2024 Murano. The salesman was very unserious and I told him my credit score and he told me I didn&#**;t have to put any money down. He didn&#**;t allow me to test drive the vehicle. The finance manager came to ask me how much money down I could put down from $2-3,000 after I was told I wouldn&#**;t have to put anything down. Suddenly 3 different people are trying to talk to me so that I can&#**;t keep my eyes on the vehicle and then it was gone. They brought back a different vehicle, a smaller one. They baited and switched the cars. I took the car back and left it at the dealership.

  

  Business response

  04/17/2024

  ************ came to our dealership and purchased a 2024 Murano.    She wanted a certain color combination, ********************* with cashmere interior, and a certain trim level, SL AWD.  We had one vehicle that met her criteria.   The salesperson pulled up that vehicle for her to test drive, the salesperson accompanied her on the test drive, and then she negotiated the price and terms of the sale.    She is very mistaken that we 'pulled up a different car'.    The Nissan Murano only comes in one size.   When ************ said, 'and then it was gone',  that was the point at which we took the vehicle back to be washed for her while she completed her paperwork.  She signed all her paperwork and drove away very happy.  The next day she accused us of things that did not happen, we were stunned.   We would be happy to discuss this with ************ but she refuses to return our phone calls to settle this.   We've made multiple attempts.   She may call one of our sale managers, *************** or ******************************* at ************.   

  Customer response

  04/18/2024

  I reject any communication with this dealership. The statements are not true at all. We sat in the back while the guys called themselves washing the car. **** one of the salesperson specifically asked me to lie if the headquarters contact me and ask if they did the transaction on the tablet and not on paper. That was a lie and I refuse to lie for anyone. This dealership is shady and the lady with me can attest to this. I do not want this faulty car that needs a wheel alignment. This deal is over and no further communications with this dealership is needed at all. They baited and switched!!!

  Customer response

  04/18/2024

  Complaint: 21589748
  
  I am rejecting this response because: They switched cars on me. I wanted the Murano. They gave me another car.  I feel they baited and switched cars. They damaged my credit 
  
  
  
  Sincerely,
  
  *********************

  

  Business response

  04/18/2024

  We ask that you refer to our earlier response.   The vehicle she purchased IS a 2024 Nissan Murano in *********************.   She drove home the 2024 Murano that she purchased.   Thank you, St. Charles Nissan Management.

  Customer response

  04/19/2024

  Complaint: 21589748
  
  I am rejecting this response because: It is not the vehicle that I picked out and I am not accepting anything that they offer, and to remove this from my credit report.
  
  
  
  Sincerely,
  
  *********************

  Customer response

  04/23/2024

  This matter is being handled with an outside source in a position to take legal action.

  Thank you,

  ***********************************;

  Customer response

  06/07/2024

  This was a bait and switch.  I took the car back in less than 24 hours.  They have reported this to my credit report and I would like it removed. 

*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. ↩