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Business Profile

New Car Dealers

Tri-State Nissan

This business is NOT BBB Accredited.

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Complaints

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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Complaint Status
Complaint Type
  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    One week after I bought my 2019 Nissan I reported issues. I bought car on 12/02 first reported issues 12/09. I have been given the runaround by the dealership. Now I am e IVG told LIKE OTHERS who have complained not covered service. I have e-mails, pictures and eye witness accounts of my issue reported within 30 day period. In addition, another dealership has indicated they see the problem I have been describing. I do not feel I am liable for any repairs. Priority ************** indicates a problem.

    Business response

    01/31/2023


    ---------- Forwarded message ---------
    From: ********************* <***********************************>
    Date: Mon, Jan 30, 2023 at 3:11 PM
    Subject: Complaint ID ******** , *********************
    To: drteam@mybbb.org <drteam@mybbb.org>
    Cc: *************************** <***********************************************************************;


    This is response to Complaint ******** , *********************. It is unclear to us as to what the Customers issue is. I have tried to contact ************** by phone with no call back. In researching service history I see that on January 2nd , 2023 we repaired and oil leak and performed an oil  change at no cost to the customer on repair order ****** , mileage at time of service 57027.

    We would gladly be willing to listen to customers' concern and try to offer a solution but at this time this is all we have to go off of. We stand ready to help should the customer reach out to us.

    Please do not hesitate to contact me with any questions.

  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    I have been to Tri-State Nissan multiple times and there have been some hiccups such as not tightening my lug nuts at all and my oil leaking right after an oil change. I am an understanding person and they always rectified the situation. On my last visit in September of 2021 I went in for a state inspection because I felt that would be safe to do. Turns out I needed new brake pads and rotors and my brake lines flushed to pass inspection. Okay, I'm already here might as well give them one more try-$670. 7,000 miles later I needed new rotors again (no pads) this time I went to a **** dealership since I had moved 4 hours South from Tri-state Nissan. The next day same grinding noise from my brakes. I was baffled and the **** mechanics were baffled. They had my **** two other times for 24-hour periods trying to figure out what was the cause. I finally went to a local mechanic, obviously, I'm done with dealerships at this point. Turns out Tristate Nissan had put Heavy Duty brake pads on my **** ***** ******** which requires Standard brake pads; anyone who knows, knows these are bigger pads and were grinding against the rotors. All in all, I was $2000 in the hole and had new rotors put on three times in less than 10,000 miles due to negligence. The fact that this cost me so much money and is not the first time something potentially very dangerous was done in this shop due to laziness, negligence, or a mere lack of caring is atrocious. I have every work order and receipt if needed.

    Business response

    08/16/2022

    August 12, 2022 

    To Whom It May Concern: 

    This letter is in response to your August 1, 2022 letter addressing Better Business Bureau compliant #******** regarding *** ****** **** her 2013 **** ***** ********. 

    Because we first learned about this issue from this BBB complaint, we have reached out to *** **** to obtain more information about the complaint, including receipts and documentation regarding the specific work she had performed at another service facility. Our hope is that it will allow us to better understand her situation. 

    It is always our goal to be fair and to work towards a fair resolution with all customers. In this instance, we would need additional information to help make this happen. 

    Please let me know if you have any questions or concerns, or if I can provide you with any additional information. 

    Sincerely, 
    Emily B

    Customer response

    08/16/2022

    [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 emailed the service director of Tri-State Nissan, Drake S***, on August 11th with receipts from all work completed on my **** and then emailed Mr. S***** again once I received their response through the Better Business Bureau and have had no response back to me.
    They have all the information and receipts therefore their response is confusing and vague. 

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

    Business response

    09/01/2022

    August 30, 2022 

    To Whom It May Concern: 

    This letter is in response to your August 17, 2022 letter addressing Better Business Bureau compliant #******** regarding *** ****** **** her 2013 **** ***** ********. 

    As mentioned in our earlier letter, we first learned about *** ****'s issue from the BBB complaint. As such, we reached out to *** **** to obtain more information. about the complaint, including receipts and documentation regarding the specific work she had performed at another service facility. As part of our review, we reached out to the various repair facilities that *** **** mentioned in her original complaint letter as identified in the receipts she provided us. Our hope was that it would allow us to better understand her situation. 

    After completing the steps described above, we do not believe that *** ****'s requested remedy of a refund is appropriate in this situation. Specifically, the information we obtained from the various repair facilities that she visited was inconsistent with the information provided in her letter. 

    This is complicated by the fact that multiple repair facilities have done work on this vehicle since it was last in our custody. One of these repair facilities, a **** dealership that specializes in **** vehicles and with whom we have no relationship, did not diagnose the vehicle as *** **** described it, notwithstanding the fact that this particular dealership would have had have technicians specially trained and certified in servicing **** vehicles. 

    For the reasons above, we do not believe that the customer's requested resolution is fair to all parties. 

    Please let me know if you have any questions or concerns, or if I can provide you with any additional information. 

    Sincerely 
    Emily B

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