Complaints

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new 2024 ******** **** on Thursday, August 29, 2024. A few hours after receiving the car, I began to notice small ants crawling on the main dash board, seats, steering wheel, and car doors. After learning about the car, Infiniti came to take the car for cleaning. I have an eleven year old daughter who has cancer and I asked Infiniti not to use toxic chemicals to clean the car where my daughter and son, even myself would be driving in daily.They assured me that they would not use toxic chemicals or fumigate the car. When the ******** dealership salesman *** called me, he told me that they are fumigating the car and also provided pictures of the car seats removed, FROM A BRAND NEW ************ refuses to accept the return of the car at their loss and wants me to keep the car.They are providing me NO resolution other than using the toxic chemicals to clean the car.

  Business response

  09/09/2024

  *** ***** car is currently in our service department.  We provided a free loaner Infiniti vehicle while were taking care of her situation. Were expecting to be finished this Wed. 9/11 and we anticipate everything will be fine at that time

  Customer response

  09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you for the update regarding *** ***** vehicle. While we appreciate the provision of a loaner, I must note that the vehicle provided was not a comparable Infiniti, as reported.
  
  Additionally, it is of great concern that the dealership, to date, has not yet disclosed all of the chemicals that have been used to treat *** ***** vehicle.
  

  As previously communicated, a minor child, with a history of cancer will be transported in this vehicle daily. This makes it critical to understand the specific chemicals applied, as the childs health could be at risk due to potential exposure.
  
  We kindly request written, detailed, full transparency regarding the products used on the vehicle before returning said vehicle, so that we can ensure the safety of all passengers. We look forward to your prompt response and appreciate your attention to this matter.
  
  Regards.

  ******* *****
  
  
  
  
   
  

  Business response

  09/20/2024

  We've come to a satsifactory resolution with *** ***** and should have it all resolved shortly

  Customer response

  09/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  *** ***** spoke to the ******* ******* from Legend Infiniti on Friday, September 20, 2024 and was informed that a similar vehicle would be offered once it arrives at the dealership. She was assured that she would have the opportunity to either accept the replacement vehicle, with all financial terms from the previous deal remaining unchanged, or walk away from the car entirely.
  
  However, to date, *** ***** has not received any updates regarding the replacement vehicle, nor has there been any further communication from the ******* ******* or Legend Infiniti.
  
  The ******* ******* explained to *** ***** that there is a time-sensitive component to this case as it relates to rates and pricing but still has not received any follow-up and the end of the month is quickly approaching.

  Given the persistence of this issue and the lack of follow-up, we respectfully request a response and a clear update on the status of the replacement vehicle for *** ***** to see and approve or a resolve to this matter, before closing out this case.
  
  

  ******* *****
  
  
  
  
   
  

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 2022 I went to Legend Nissan to buy my already leased car (Nissan Murano) of 2 years. My salesman was **** whom my cousin over the phone and I were told dont charge me anything except papers work and tax fees. He said no problem, he understood everything. Then he sent me to the financial department where ******* who came at the end of the day around 5 pm and was in a rush to leave work gave me an iPad to sign and told me that there werent any overcharges after I asked her if she was aware of my request. When I came home I find out that she overcharged me for the extended lease for 6-7 months ( my car cost on that time was around 24000$), overcharged me on rate (which was 5.8% at that time but she calculated on 6.2%) and charged me on maintenance which I didnt ask. I think I have rights to choose what to charge when I buy a car for myself. I did receive overcharge for wrong rate (1500$) from Nissan, I uploaded notes below but still didnt get my overcharge for maintenance (1850$) , uploaded contract below and overcharge for extension of my lease which I was told over the phone that this is free just an increase in NY taxes. I was talking with ******* all this time and she promised me to fix it and it continued from August until February or March when she finally told me that I am giving her headaches , after which I decided to write my complain and want to receive refund. I am a single mother and will appreciate your help.

  Business response

  04/18/2023

  We're waiting to hear back from the customer.  We've left a voice mail message as well as an email.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 Nissan sentra October 2022 and was promised to have the front bumper that was damaged repainted. I attempted to schedule the service and was advised that the car needed to be sent out to an outside company to paint it. When I inquired about a loaner vehicle I was advised a person would going to come to the dealership to repaint the bumper at no charge. Each month i tried to follow up I was advised to wait after the holidays. We are in March now and when inquire I am being told they will contact me. It's been weeks since I heard anything. The sales person ******************* along with the sales manager ******************* have both been giving me the run around. I need assistance resolving this issue. Thank you in advance.

  Business response

  03/24/2023

  This was resolved already and customer is completely satisfied

• Initial Complaint

  11/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a car from Legend Nissan in July. The car was purchased with a check from MCU since I am financing the vehicle through their bank. As such the purchase had to follow certain regulations and instructions. We had initially planned to purchase under my stepdads name and register the vehicle under his name as well. We went to the dealership and signed the paperwork that was necessary in order for the purchase to be completed. 1-2 after we signed the paperwork I was contacted by the bank saying that they couldnt move forward with the process because everything needed to be under the individual who is requesting the loan. This same day I was contacted by the *********************** at the dealership who was the individual who sold me the car and he told me that I would need to come into the dealership in and sign a different set of paperwork in order for the process to move forward and so I did that very same day. This now meant everything would be under my name (*************************). After signing the paperwork I shook hands *********** and he told me the process could now move forward and everything would be ok. 1 month later I received a call from my insurance provider stating that the name on the registration didnt match the name of the insurer and surely enough it didnt. I contacted *********** and he said that the dealership had made a mistake. *********** who I gave the paperwork to wasnt the person who filed my documents. And the person who did file my documents sent the documents that had the wrong name on it. At this point in time *********** told me that he would have to file the correct paperwork and we had to wait for a new title to arrive in order to fix the registration. On Oct 22nd I was contacted by the insurance and *********** explained the mistake the dealership made and said it would be rectified. The insurance terminated my policy on Nov 16th because I committed fraud. I now have a lapse of coverage on my record and face repossession of vehicle, penalties, high insuranc

  Business response

  11/22/2022

  Our GM *************************** has spoken with **************** and will be following up with him after the Thanksgiving Holiday.  **************** was amenable to that.

  Customer response

  11/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This business said they would reach out to me on Friday with a solution and didn't. I actually had to seek them out that same Friday because I wasn't contacted. The issue isn't resolved and is very much still a problem. I didn't realize the BBB was closing my case due to not receiving a response from myself as I didn't see the email. If you can reopen the case until the issue is properly resolved that would be much appreciated.
  
  
  *************************
  
  
  
  
   
  

  Business response

  11/29/2022

  **************** needs to provide proper insurance in order for us to help him.  We can't resolve that issue for him nor can we go forward with what he'd like us to do without the proper insurance. 

  Customer response

  11/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  I understand that the business NOW needs me to provide proper insurance in order to move forward with the the process, however, the business FAILED to resolve this problem that was originally supposed to have been taken car of the day after the purchase of the vehicle. During the 4 months that I did have insurance the business’s constant negligence and lack of proper action and awareness is what has us here today. Due to the lapse of coverage that I now have on my record because of someone mishandling my paperwork at the dealership, I’m having an incredibly difficult time insuring the vehicle since the insurance companies now require not only to pay higher rates but also need more information from myself in order to approve my policies. I informed Mr.Miller that because of said lapse in coverage I’m now in an incredibly unfavorable spot with insurance companies for years to come to which his response was “I’m blatantly telling you we cannot compensate you for anything regarding insurance.” I’m currently trying my best to provide the business with insurance in order to move forward , not only because I’d like to drive the car I’ve purchased but also because Ive been left with no method of transportation since NOVEMBER 16th making my life an awful more complicated and expensive.

   

  ****** ******
  
  
  
  
   
  

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday APR 29th I purchased a vehicle from Legend Nissan. I am an out of states buyer from *****. I drove the vehicle back home. On Monday May 2nd, I had the *********** vehicle inspection done. ******* overnight to **** at Legend Nissan, it was received on Tuesday May 3rd at 10:21. For 5 weeks they have had all the correct documentation to file my Title and registration, they have not done so. For the past three weeks, I've been contacting them via text, email, phone to get this resolved. Either no response or they state they will contact me and don't. I always get excuses. My temporary in transit vehicle permit expired on May 28th, I have a car that I cannot drive. I am done being patient with them.

  Business response

  06/11/2022

  We're in touch with the customer and we will be more diligent in giving him updates. 

  Customer response

  06/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  I received a call from the General Manager on Friday june 10th, stating he would call me back on Saturday with more information. He did not call until Tuesday, telling me I could go to the *** office that my registration should be ready to pick up from them. I go after work to the ***.they tell me the Vehicle registration was denied because the incorrect fee was received. It was sent back to the dealership today overnight via ******

  I was told they received the paperwork on 6/1/2022, this is one month after the vehicle was purchased. The dealership is going to have to file again. Which is probably going to take another two weeks. I still have a vehicle that I can't drive. 

  *************************
  

  
  
  
  
   
  

  Business response

  06/15/2022

  We've taken care of the issue and the customer is now satisfied

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello! I have purchased a certified used Nissan Rogue 2017 car on April 8th 2022. I have made a down payment of $2000 and I took a loan from Nissan for the rest of the amount. I was provided with a temporary registration and title that would expire within 30 days from the date of issuance. I was a resident of ************, ** until March 15th 2022. At the time of purchase, I still held an ** drivers license. So, the dealer said they would get the registration done but asked me to get an ** license. I did transfer my ** to ** license the following week. I called/emailed the dealer dozens of times to check the status of the plates. Upon multiple communication, finally the week the temporary registration would expire, ******************************* emailed me a one liner Go get the car inspected and a VIN inspection at a *** Although, I knew inspection cannot be done without registration I still wasted 2 hours being in line at the *** just to hear the obvious answer that its not possible. I then followed back with the dealer and the person was *** for several days and by then the temporary registration has expired. when he came back he stated he cannot help and asked me if I reached out to the *** clerk whom I dont know existed. He told me that he would make her give me a call the following day which never happened. I told him a week before this that I have transferred my drivers license to **.I called back on the 9th May and finally was able to get a hold of their *** clerk named *************************. She said that the *** rejected my application because my date of birth was incorrect on my license. I told her that I had the license for 6 years and there is no mistake but she was adamant and with an attitude tone said she cant do anything. I asked her if I can register the car myself and she said I cannot. I provided her with my ** license and she said she would update me last Friday. Now everybody there is ***. I have a car that I cannot drive. please help fix.

  Business response

  05/17/2022

  The customer is absolutely correct that the process should been handled within 30 days.  We didnt deliver that on time and we cannot apologize enough for what took place.
  
  As for any communication with our staff that was off-putting and made him uncomfortable, again we apologize and we will deal with that to insure it never happens again to him or anyone else.
  
  He came a long way to do business with us and we didnt provide the experience he and every customer deserves.
  
  Were being told his ** registration will be to him within 7 days.  In the meanwhile, if he gets a ticket or traffic summons, we will take care of the costs associated with that.
  
  What should have been a hassle free transaction did not end that way and for that, we hope he will accept our sincere apologies.

*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. ↩