Complaints

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2014 Cadillac CTS from Reliable Nissan on 10/06/2021. There was a few issues with the vehicle and I was assured that the issues would be taken care of upon purchase and a service appointment was made. The first issue was that the check engine light. I was told the issue would be taken care of. I left the vehicle with them and was told they would contact me with updates. After waiting several days without hearing anything back, I called the service manager, he apologized for me not receiving a response and told me he would follow up and return my call. After almost 3 weeks I was able to pickup my car only to have it overheat on my way home. I returned it to Reliable immediately. They kept my car and a few days later they told me it was fixed. It wasn't. I have had several overheating experiences since and put it back in the shop again. They have had my car since May 5. They sent me an estimate and now have decided that they want me to pay for the repairs that they have never corrected. I have escalated to the general manager. I was told they would help me out with a "couple of hundred bucks" towards the repair. I have dealt with nothing but lip service from these people and they accept no responsibility for making things Right. My car was in the shop for several weeks the first time and almost 6 weeks this time. They are very hard to get in touch with and it is almost impossible to get a them to return a call. I am being told there's no record of me returning my car to them for repair after our first appointment. The latest offer from them was that they would look into trying to " put me into another vehicle" but it's been another week now and no response. My wish is that they make good on their word and repair my car.

  Business response

  06/17/2022

   As I was researching this customer's complaint, I cannot find any evidence that he has had his vehicle in our shop.  We have two stores, and I checked both records.

  If the consumer would like to reach out to me at ###-###-####, I would be more than happy to assist.  (Kristi C*****)

  Customer response

  06/22/2022

  Complaint: ********
  
  I am rejecting this response because: I bought this vehicle from Reliable Nissan on 10/06/2020. The vehicle had the check engine light come on after a couple of days and I contacted Reliable and an appointment was scheduled then. I took the car to them and after a couple of weeks in their possession I was told the car had been repaired and I could pick it up. I picked it up on Friday after work and drove it from the lot. Before even leaving the immediate area the car alarmed saying it was overheating. I turned around and returned to the dealership. I pulled up and the car had steam coming from the hood and coolant flowing from underneath it. One of the service guys came out to look at it and popped open the hood. He indicated to me that it was strange that the cooling fan wasn't working and that was probably why it had overheated. He then drove it through the bay back toward the service area. The service manager told me they would again take care of me but I would have to leave it because they couldn't work on it until it cooled down.

   A couple of days later, I was called to pick up the vehicle and that the problem was the coolant overflow reservoir cap was not installed properly and the problem was taken care of. I asked about the cooling fan and as told seemed to be fine but would probably only turn on if the engine got hot enough.

   periodically after this, I would notice the temp gauge fluctuating but didn't get a high temp alarm. On these occasions I checked the cooling fan and have never seen it on.

  This issue came back when the weather started warming up and when the car would set in idle. Convinced that the issue was never taken care of, I called Reliable Nissan again and made another appointment to have it looked at. I took the car to them on May 5, 2020. They told me that they would check it out but if it was something new I would probably be charged a fee for looking at it. After several days I was told that I would be sent an estimate and that they had contacted the service contract people and the warranty wouldn't cover it. I argued my case about the issues with this car and was then told that they would research it and get back to me. I have called several times and have been bounce from person to person, always with the "will get back to you" response. I have dealt with several service managers and the last one named only Steve, told me the general manager would be willing to "help me out with a couple of hundred bucks" toward the repair. He then suggested that maybe to help solved the issue, maybe he could help put me into another car and that he "would get back to me" He hasn't yet. My experience with these people "getting back to me has been horrible as I have almost always been the one to reach out. Today is June 22, 2022. The last time I talked to the service manager at Reliable Nissan, I was passed to the service manager at Reliable Chevrolet. He told me he was waiting for a decision to fix my car or get it back to a running condition so that I could pick it up. To be told that they have no record of my car being there is ridiculous. It is till there and has been for a total of over 2 months that I have owned it. This is where we are now. My car has not been repaired and all I have received is lip service from these people and I feel filing this complaint is a necessary next step.

  
  Regards,
  
  ****** *****

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  06/23/2022

  Our General Manager, Dominic S****** will be reaching out to Mr. ***** to resolve his concerns.

  Customer response

  06/24/2022

  Complaint: ********
  
  I am rejecting this response because:

  Because of my experiences with Reliable Nissan I am not confident that I will receive a phone call and I feel that this issue should be resolved online through this forum.
  
  Regards,
  
  ****** *****

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to "reliable nissan" on Jan 26, 2022, to buy out ownership on my lease. Not only did I have to approach someone to help me but didn't have a good experience. The sales person was Jayson P***. From the beginning seemed very disorganized. I signed paperwork on this day then was called back on Jan 27, 2022 because they forgot to give another paper to sign. Then had to have paperwork emailed to sign on Jan 31, 2022. All this time they had possession of my truck and was told it was gonna get cleaned and get an oil change. After signing papers that I bought the vehicle I was told all my belongings in my vehicle was tossed by Jayson. He stated he was very sorry and would make it right. I was very upset that everything I had plus some items with sentimental value that you can't replace, we're tossed. I was told then that these people got yelled at, which I doubt. Then I was told give me a list and we will cut you a I will check for what I can remember having in vehicle. This list was given and was decided $300 plus tax would be given to me per Jayson. I even got this in a text message saying a check would be given. It's been about a month with multiple phone calls to Jayson P*** and phone calls dealing with Manny G*****. I get the run around, no calls back, or calls are avoided. If needed I have dates and texts of calls made. Today is March 4, 2022 I have yet to get a check, just excuses for some reason. I was told I'd be called back but unsure that will happen. Nissan consumer affairs has also been notified and I looked at the BBB and it appears multiple complaint on reliable nissan not following through as well as manny. I would like my check of $300 plus tax and I'd also like to have my service contract reimbursed if it's not transferable to another nissan dealer. I feel I have been mistreated for something that wasn't my fault and they admitted to doing. I di not feel I should do business with a dealership like this.

  Business response

  03/07/2022

  We apologize for any inconvenience we have caused her.  Our finance director, Paul B****** has reached out to her and left a message.  We would like to resolve this and try to satisfy her concerns.  His # is ###-###-####

  Customer response

  03/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  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.
  
  
  Regards,
  
  
  ***** *****

*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. ↩