Complaints

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a used vehicle 7/10/2020. At the time I also purchased an extended warranty. I havent needed it until recently upon looking at the original documents the packet excluded the first page of warranty. I contacted the name of warranty company and they stated they have no policy for my vehicle in my name. My warranty purchase price was $2971.00.

  Business response

  08/21/2023

  Our records indicate that **************** purchased an extended warranty from us through *** Warranty Company. This warranty was purchased on July 10, 2020 and will remain in effect until July 10, 2025 or at 91,830 miles if obtained prior to the expiration date. If **************** has any additional concerns he may contact the dealership at his convenience.

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

  Executive Manager

  Montgomeryville Nissan

  Customer response

  08/22/2023

  [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,
  
  *************************
  

• Initial Complaint

  12/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ****** I payed $5000 for a used **** ****** from this dealership in August of 2021. This year when inspection came around I found out that it hasnt passed inspection in the pass 4 years and that the emissions has been waived for 4 years. They sold me a car that is defective and charged me more then what the car was worth. Also gave me misinformation on the cars condition saying that it has passed inspection.

  Business response

  12/28/2022

  To Whom it May Concern,

   This response is addressing Better Business Bureau Complaint ID# ******** filed by ******** ********.

   *** ******** purchased a 2009 **** ****** from Montgomeryville Nissan in August of 2021. The vehicle does not have an emissions issue as much conversation with the state has resulted in their granting an emissions waiver. There is a communications issue between the current emissions equipment and the vehicles onboard system. When the vehicle is due for its next emissions test another waiver will be provided by the state to *** ********.

   I was made aware of *** ******** visiting our location recently and having discussion with or General Sales Manager Peter H********. Mr. H******** offered to buy the vehicle for $2500.00 which is more than half of the original sale price of $4889. transacted a year and a half ago. This is a fourteen year old vehicle that still has both trade and retail value. I encourage *** ******** to pursue the trade or purchase options with Mr. H******** who i know is eager to assist.

  Steven B*********

  Executive Manager

  Montgomeryville Nissan

  Customer response

  01/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  1. I payed $4800 + $800 (for the car I traded in)=$5600*
  2. I reached out 7 months ago about the problem, so less then a year after i purchased.

  3. Mr H******** told me to talk to Steve B********.

  4. My problem is that I would of never bought the vehicle if I knew i would have to waive it every year. Also the price of $5600 that the car was given when i bought it would be significantly less since it didn't pass inspection.

  5. Your shop put stickers on this car knowing that the emissions test didnt go through.
  
  Regards,
  
  ******** ******** 

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a 2002 Nissan ******, which needed a new A/C heater panel. Waited 3 months for it to come in after paying up front. When I went to have it installed on Tuesday, July 12, was told car needed new tires, brakes and did not have part for A/C etc. I informed service manager I could not afford a new car. He told me he would not allow me to leave with car. Had already called salesman to sell me new car. Two days later I find my old car for sale on their website for $5,994. I was offered only $500 for trade in but got $1,000. Funny how I couldn't get the car fixed, but Montgomeryville could fix it and sell it. My complaint is they committed fraud and scammed me. I want them to compensate me for the difference of $4,494. I feel they took advantage of me because I am a senior citizen and a woman.

  Business response

  07/26/2022

  The customers vehicle required several thousand dollars' worth of maintenance and her service advisor suggested she trade it on a newer vehicle as the investment needed at the time exceeded the value of the car in its current condition. The vehicle was listed for sale after the dealership performed the work necessary for Pa. state Inspection and detailing with an "asking" price not a transactional figure. We understand how this may confuse a customer who received less at trade, but they forget the cost absorbed by the dealer to recondition the vehicle.

   

  Business response

  08/12/2022

  As mentioned in our initial response several thousand dollars were spent to recondition the vehicle mechanically as well as additional expenses incurred cosmetically. We are in the business of retailing new and pre-owned vehicles with the hopes of covering all of our expenses and ultimately at the end of each month/year like all business's posting a percentage of net revenue to expense. The vehicle not being on the lot does not indicate that it was retailed or wholesaled at a profit nor does the asking price always reflect the transactional amount. We are sorry you feel as if you were not treated properly, it is the furthest objective from our intention. If you would like to sell or trade the vehicle back to us this month, we would be happy to buy or trade it for the price paid as long as the vehicle is in the same condition and without an unusual amount of mileage accumulated. (in excess of 1000 per month in which event we would deduct a nominal fee for excess mileage) Please feel free to contact me at your convenience.

  Pete H************

  General Sales Manager

  Montgomeryville Nissan

  Customer response

  08/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  I had no intention of selling my 2002 ******.  I was there to get the replacement for the A/C heater panel.  When I was at Montgomeryville Nissan in April for the repair, Cameron P***** was suggesting I turn the car in because the car was old and a replacement could not be found.  When I told him I could not afford a new one, he suddenly said he would have one for me in a week if I paid $180 up front, which I did.  I asked about the brakes, which had passed inspection in October but were acting a little funny.  He said to let them go until they go.  Great!  I'm supposed to drive with defective brakes.  Finally, after 3 months, the panel for the A/C was supposed to be there.  I went there on July 12 thrilled the problem would finally be solved.  I also told Cameron P***** that the car was making a funny noise when I applied the brakes.  This noise started the day after I took the car in in April, which makes me feel something funny was done in order for me to trade in the car.  All of a sudden, when I take the car in in July, it needs brakes, tires, there was a leak and not all the parts were there for the A/C.  The cost for the repairs was around $2,100.  Before he came to me with the news, he had already contacted Walt S***** and had a car picked out for me.  I told him again that I could not afford a new car.  He made it clear that "HE WAS NOT GOING TO LET ME TAKE THE CAR OFF THE LOT".  If I hadn't been in a state of shock, I would have told him he had no right to tell me that and left with the car.  Now, my question is, how come I couldn't get the necessary repairs and leave with the car?  However, within 2 days suddenly all the repairs, including the A/C, were all done and up on the website for sale.  Then approximately 2 days after that the site changes to AS-IS.  I doubt very much any detailing was done, as you mentioned, because the rear passenger door handle was still broken on the website.  Once I questioned the fraud, the car disappeared from the website.  A friend called to inquire about the car but was given a bunch of bull about the whereabout of the car.  
  I am sick of all your excuses.  I have been a loyal customer of this dealership for 20 years.  I always dealt with wonderful service people until this past year. I called Jim Marr, Steve Bernardino and you.  Not one of you had the courtesy to call me back.  At first I was offered only $500 for trade in value but got $1,000.  I want some compensation from Montgomeryville Nissan.  For as far as I am concerned, fraud was committed against me, especially by Cameron P***** and Walt S*****.  My next step is to go to the media and report your actions.  I will also advise friends and family to not buy anything from this dealership because they are not trustworthy.
  

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

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased extended car warranty at time sale. I was told first 3 years are normal warranty and additional payment is for extra 7 years, if I decide to sell my car I can get full refund before 3 years or prorated after that. I have tried reaching the manager, Matt L********* via email, phone, and visiting the dealership to get my refund. I get no response, I finally email saying I will report this business and he replies saying he will only give me prorated refund and it would take 4 weeks. I only had the car for 2 years and should get a full refund. Its been about 9 weeks now since that email and he has completely stopped responding or answering his phone. I'm frustrated and cant get anywhere with dealership. The sales reps I talk to say he is manager and only who can do anything. Please help me get my money back.

  Business response

  03/02/2022

  Matthew L************, Finance Manager of Montgomeryville Nissan, was in contact with ************** on many occasions. There was documentation required of ************** to complete the cancellation that was requested via email and ************** waited to physically bring to the dealership to process leading to a delay. At the time of sale ************** was informed both verbally and in writing that a full refund at cancellation would be provided if cancelled within 3 months (90 days), not 3 years. After 90 days a prorated refund is issued. The refund is being sent to the lender and not ************** as he was financing at time of cancellation. Refunds typically take 6-8 weeks to process from time of cancellation. **************'s refund has been confirmed and is being processed. Hopefully this clears up any confusion and helps to address the issue. Thank you. 

  Customer response

  03/29/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The response is complete lie except the part he is referring to payment being credited to my loan and in fact that is what I am expecting from them and documentation when my request was fulfilled and how the prorated charges are calculated. 

  I have attached email communication between Matt and myself I could also provide my phone records that I have left VM to Matt's work line so many times. He never replied or even asked me for any documentation in fact I am the one asking him what is the procedure and when do I get documentation on confirm cancellation and how prorated charge is calculated but I get no response. He only responded to my email "1 time" stating I will get created of 1745 in by loan account and he never responded back to my email despite several attempts. And now instead of accepting the mistake they chose to cover up by lying without any supporting facts. This is even outrageous that they are not owning up to their mistakes. Such a shame, feels like kindergarten kids excuse.
  
  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. ↩