ComplaintsforBenton Nissan of Hoover

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get my radio replaced since purchase back in May 2022. It does ************** music, It allows me to change the steering, suspension and exhaust settings not to mention navigation and the backup camera which is a big deal since you cant see anything when backing up. Been almost hit twice now backing up in a grocery store parking lot. I keep getting the run around with them saying its on back order and not even trying to get me an ETA. I still have no answer after 10 months with the last couple of months getting zero responses on multiple emails to see what's taking so long. I am also seeking compensation for the repairs I paid for from them damaging the car when they removed the racing stripes off the car that they agreed to do before I purchased it. They had three attempts to fix the damage but failed at two of them while one time the car just sat there for 5 days with nothing ever done to it. After COUNTLESS back and forth emails going back to June of 2022 with the ** ***************************** informing him I was getting the work done myself he never made any attempt to tell me not to do it and that they would fix everything. I still have all of them that I am happy to forward. Now he is telling me they never agreed to pay me back even though he had PLENTY of chances to make this right. There is still damage to the car that I haven't fixed due to them dragging their feet and not owning up to the damage they caused to begin with. I want reimbursed on the invoice I sent them for what I have already paid out of pocket to fix. I also want them to finish repairing everything else that is still damaged along with getting my radio replaced or at least a promise date on getting it replaced. I would like a rental car while these repairs are completed too since I was never offered one to begin with. I have a second invoice for more work that I never even gave them that I also want reimbursed for now considering the lengths I am going through to resolve this.

  

  Business response

  03/17/2023

  This part has been on back order and out of our hands. The part is now in transit. **** my service manager has tried e-mailing him to get his mileage and schedule a appt. The part is on way.

  Customer response

  03/21/2023

   
  Complaint: 19592274
  
  I am rejecting this response because:
  I have given Shan the info needed and she will let me know when the part comes in to schedule the appointment. Im happy about that part finally getting resolved. What Im rejecting is they still arent acknowledging the damage to my car that they created that I have paid to fix. There is still more damage that needs to be addressed but still being ignored on how they are going to resolve that along with paying me back. 
  Sincerely,
  
  *******************************

  

  Business response

  03/21/2023

  There was no damage done to the car. The car was sold a year ago and the only thing that was an issue has been resolved.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I and my partner went to Benton Nissan Hoover to look at vehicles and was sent by Capitol One on 11/11/2022, we test drove a Nissan Frontier 2022 and was not satisfied with the vehicle, because when we drove it smelled like something was burning. They tried to get us to take the vehicle for a few days and see if we liked it well enough to keep it but we decided against. Capitol One was the company to finance it but the salesman ***** stated the interest was to high. For one thing that is not his choice. Since we have been bombarded with letters stating we were denied because could not afford etc. Some of the companies are Avadian, Regions, and quite a bit more. I do have the letters and when I called Benton Nissan they refused to speak to me and would not answer because I asked them why are they still trying to do credit on us they placed me on hold and would not come back to the telephone.

  

  Business response

  01/10/2023

  Our GM, ***********************, has tried three times to contact Customer to help resolve issue. If they could please notify me directly I will be happy to coordinate a call or meeting.

   

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

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

• Initial Complaint

  12/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/17/2022 I had my 2012 Nissan Nv Taken to the shop for complaints of check engine light and lights dimming when they hit the brakes to stop. This was on a Thursday Morning the guy who checked the truck in said they will check it out and give you a call. Ok on that day Nobody called to say anything matter of fact nobody called on Friday either. I called them on Nov 21st to speak with ***** of the service department because he was handling the issue. ***** told me that they would be running some test and would getr back with me. So 2 days past by still no call or anything from ****** and when I called I felt they were giving me the run around until i got to the Service Supervisor and O what a piece of work she is to tell me that ***** is at another location and that My truck is scheduled to be looked at on 11/25/2022. I told her that's definitely not what I was told, and she goes on about other stores being short staffed and just boldly told me that if I didn't want to wait, I could go pick up my vehicle at the dealership. She was very rude cut and dry with type of customer service skill in her whole conversation. She was full of excuses and lies. So, on 11/25/2022 I guess they checked the truck out and said it was not taking a charge and that some wires were sliced. So, he tells my insurance Company that they still have to run some test to see if that's all it needs. My issue is they have had my truck for 16days and only could tell me about a battery and terminal and charge me $500.00 bucks while I had to rent a sprinter van at $78.00 a day and went **** miles @0.39 cents which equals up to almost **** to 4grand just for them not being upfront about the service so yes, they should eat some of this bill. I go to get my van on Saturday which their hours clearly say 7/1pm but they were gone at 12pm. This place is in a high-income area and they feel that people will come regardless. To make matters worse I have video of my van being driven into the fence.

  

  Business response

  12/06/2022

  ************** brought his vehicle to the dealership on Thursday 11/17/2022.  He was a walk in, he had no scheduled appointment in the system.  At the time of drop he he was notified that he would in fact be a work in.  He was given no day that his vehicle would be looked at as we have only one ** Technician and he was installing a wiring harness and engine in a ** 3500.  He also had three other **'s in front of this vehicle that had scheduled appointments and when he dropped the vehicle off he was told that we would work it in as soon as we could get him worked in.  I am uploading the phone conversations that I had with the client telling him that the vehicle would not be in the Shop until Friday due to a holiday also occurring when we had the vehicle.  So we looked at the vehicle the Friday after Thanksgiving.  In the phone conversations on November the 22nd, the client told me about what an inconvenience this was and at that time I completely understood his problem and let him know that if he would like to come and pick the vehicle up I completely understood.  We have only 1 technician dedicated and trained for the ** Vans and that he stays booked up 2 months in advance.  If ************** was so unhappy he simply could have come and picked up his vehicle.  There was no one rude to the man or uncaring of his situation it simply is about work load and scheduling.  My technician started looking at the van the very Friday that we told ************** that we would look at it.  He had made several modifications to the van and had aftermarket wiring ran for things that had been added.  My technician checked all the wiring ran the load test and spent his time diagnosing the vehicle and ************** was contacted and sold the repair to the vehicle.  He and the service writer spoke about the repairs and they agreed to order the battery to repair the vehicle and we ordered the necessary part. I am attaching that conversation.  My service advisor also was dealing with ************** after market warranty company trying to see if they would approve the repair.  They declined the repair and we had to go back to ***************  When the part arrived the technician installed the battery and ran his further testing to make sure that we had no other draws upon the system and that there was not a problem with the charging system.  We treated ************** fairly and with due diligence the same way we would treat any other Nissan customer.  I am sorry that we do not have more trained technicians to help with the shortage but that is beyond our control.  As far as the fence goes.  The vehicle was not run into a fence.  When the technician exited the vehicle the vehicle rolled against the fence and it was touching but there was no damage and the Service Advisor and ************** looked at the van.  We took pictures and ************** agreed that there was no damage and we released the vehicle after greatly apologizing to ***************  ************** had contacted his other insurance Company, and even added my advisor to the conversation and we provided all the information to the insurance company to help him with his coverage.  The plan he has is not through a Nissan dealer and they did not afford any coverage to this claim.  The fact that ************** was out of his ** van due to a problem is also not on us.  We did give him the option of picking up his vehicle to go somewhere else if he would have liked to.  We will not be refunding any of ************** money nor will we be helping ************** with his rental of another vehicle while his was being repaired.  His vehicle is a 2012 Nissan with ****** miles.  This is covered under no Nissan warranty and will have no coverage afforded to him.  We were completely upfront with ***************  I have attached the phone converstations with ************** and wish him the best with his van.  

• Initial Complaint

  11/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase 2018 Nissan Rogue on October 12th called ******************************* several time about the rear passenger tire rim was bent with rust on it. I explained that it was bent before I purchased it because it so much rust on the rim. Called Him and on November 14th I called him and each time he told me he would have to talk with the manager. Called him again on November 16th and he told me to bring it in and that he would speak to the service manager and tell them he was bringing it in on November 17th I had my son bring the car to the service **** because I was working. When he spoke to a young man he told him that ******* had not told him anything. When my son went inside to look for him he was told he was off. My son was talked to very rudely by **** like he was a third class citizen. If I know that the salesmen at Benton lacked such integrity and told many lies I would not have purchased a car from them and will never be going back and will definitely be tell everyone I know. He has yet to call me back my car is driving funny because of this I sent picture to him and have the text that I sent him. I just want my rim replaced, I had to bring my car back the saturday after I purchased it because it was not even detailed, how do you give a customer a dirty car , I overlooked that but to have to pay $350 dollar for a rim that was already like that shoes that they don't care they just want to sell cars.

  

  Business response

  12/09/2022

  Spoke to ***************** and she is all taken care of. We are getting her a new wheel.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle 8/24/2022 I took vehicle in to get serviced on 10/20/2022 Oil change: original quote 120.00$ Final price 168.00$Tire replacement 235.00$Car was given oil change and driven to other side of lot for next service, only to realize after they parked the car that the wrong oil was placed inside vehicle. I was told oil had to be drained and more had to be put inside. The next service to be done was a tire replacement. There was a bulge in tire and had to be replaced.Originally walking in around 8am it was communicated around 12noon that the vehicle had wheel locks that couldnt be removed to take off tire I was told by service advisor(*******) that a new keylock was to be ordered and was assured they would handle sending my vehicle to ******** to assist in removing lock so wheel could be replaced. Due to the inconvenience I was given a loaner car, however no one reached out to give any updates. Day ***************** three(Saturday) I received no calls or updates. I had to reach out and was placed on hold twice. After finally getting to speak with someone I was told car had been taken to ********(Saturday) to remove locks and that as soon as they were finished they would be able to put tire on and I could pick up car.Day four, five, and six no one communicated Finally Day seven I was forced to reach out for a final time. I was told that the service advisor was headed to ******** to check on vehicle and that the car should be fixed and I would have it back on Thursday(10/27/22) So I called a second time to make sure, only to find out vehicle had never been taken to ********, ******** had no record of Benton reaching out, and ** service advisor had been to ******** at all. I was also informed that the vehicle was driven to a tire shop and it was suggested that they could cut the rims off. At this point I am just So Frustrated. I was not treated with care at all. **t making sense as to the car was purchased from this Dealership.

  

  Business response

  11/11/2022

  After him speaking rudely to my service manager and saying disrespectful words to her I asked him to first apologize to her if he wanted me to help him with his car. We have then ordered a wheel to repair the vehicle at our expense. The wheels were sent but were the wrong ones so still waiting on them to finish the job. 

• Initial Complaint

  12/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  1. Paid $600 down payment to purchase vehicle 2. Business Added grandmother as co-sign without being present 3. Upon signing contract I was told vehicle traded in would be paid off Date of transaction: 11/22/2021 Contacted business EVERY SINGLE DAY up until 12/17/2021 to inquire about lender. I was ignored Sales manager hung up in my face and resubmitted contract after I said No. Horrific experience, spoke to lawyer and I was recommended to contact BBB

  

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/12/20) */ Contact Name and Title: ******* ******* GM Contact Phone: XXX-XXX-XXXX Contact Email: ********@bentonautogroup.com I **** ******* spoke with ****** today and we were able to work everything out. She was able to get the car she wanted and I cut her a check back for her down payment. So she was able to get the car she wanted no money down. She left very Happy.

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