ComplaintsforTracy Nissan

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Upon purchase of my 2023 maxima at Tracy Nissan back in 07/2023 I also purchased the Security Plus extended warranty, GAP, and ************ change plans. On 10/08/2024 i traded the maxima in at Future Nissan in Folsom. On 10/09 I reached out to Tracy Nissan via email to finance managers ****** and ****** and the client relations rep ****** for assistance with canceling my GAP, Extended warranty, and the lifetime oil plan. I received no response from anyone of them. On 10/09, 10/10, and 10/11 i had attempted to reach their finance department for follow up and left multiple messages. Sunday 10/13 I chose to drive from *******, CA to Tracy Nissan and speak with ****** in person and per our conversation, he was aware of my calls and emails but was "too wrapped up in deals to assist me". ****** had also made mentions of "not being able to cancel warranties on Sunday as they are closed". ****** also mentioned how "a docusign would be sent via email". I have yet to receive any correspondence from ****** or ******. 10/14 at 15:52pm i chose to follow up with ****** via phone - his words were "I'm sorry, my office has been full all morning and afternoon and I haven't been able to work on it"..My ask is that ****** and his fellow colleagues in the finance department assist with my request as opposed to evading. As per ****, the Maxima loan has been paid in full.  

  Business response

  11/12/2024

  Dear **** ********

  Thank you for bringing this matter to my attention, and I sincerely apologize for the lack of timely assistance you've received. I only recently learned about your situation, and I want to assure you that I am personally overseeing your request to ensure its resolved as quickly as possible.

  I am working with our finance team to expedite the cancellation of your GAP, Extended Warranty, and ************ Change plans, effective as of 10/08/2024. We will reach out to you via email in a timely manner to confirm the cancellations and notify you when any applicable refunds are ready for pick-up.

  Again, I apologize for the inconvenience and frustration this delay has caused. Thank you for your patience, and please dont hesitate to contact me directly if you have further concerns.

  Warm regards,
  **** ******
  General Manager
  Tracy Nissan

  Customer response

  11/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the Tracy Nissan in reference to my concern, and find that this resolution is satisfactory to me.
  
  Ill be awaiting the email communication relative to the monies owed|due.

   

  Kindly,

   

  ****

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/12/24 I sold/traded my 2019 Acura RDX VIN #***************** which I purchased from Tracy Nissan on 3/6/23. On 7/22/24 I reached out to the dealership via phone and also via the Chat on their website advising them that the vehicle was sold on 7/12/24 and that I needed the finance department to submit cancellations for 4 optional coverages so I would receive my refunds: **** Security System $1,500, Finishing Touch (was never installed) $795, *************** Contract $4,500, and the *** coverage $995. The Chat person ******* advised she was submitting the request to the TEAM and they would contact me. They never did and its 8/2. We've left numerous voice messages, not one returns calls. They are holding my money by not submitting the cancellations. They should pay me interest on the funds they are holding. I've spent numerous hours today since this morning on their chat, and on calling them. I get transferred to voice mail, or they never pick up the phone. I finally reached ******** at ************ in ************* at 1:20 pm today. She read the chat that was submitted to them on 7/22/24. THEY NEVER DID ANYTHING ABOUT THE CANCELLATIONS! She said ****** the finance guy was at lunch he would call back in 20 mins. He did not. I called again and she transferred me to voice mail. I called again and was on hold for 5 mins. She said that ******* would review the information (****** was on vacation NOT at lunch) and will get back to me. She said she is busy with customers. I said I've been in their QUE since 7/22/24 and I expect a call within 1 hour. They need to start the refund process and it appears that they are purposely refusing to do so. This is costing me money. They need to resolve this ASAP. They are giving me the run around and that's not ok.

  Business response

  11/12/2024

  Thank you for reaching out and sharing your experience. As the General Manager, it has been brought to my attention that you are not satisfied with how this matter has been handled, and I want to assure you that our goal is to turn this around.
  
  Ive reviewed the details of your experience, including the steps you took on 7/12/24 to cancel the optional coverages on your 2019 Acura RDX and the communication you had with our team through various channels. Its clear that our attempts to address your needs fell short of providing the timely and thorough response you deserve, and for that, I apologize.
  
  To expedite this process, I will personally ensure that the necessary cancellations for the **** ******************************** Contract, and GAP coverage are completed promptly. Ill keep you updated throughout, and you can expect a follow-up from me by [specific date, e.g., the end of the week] at the latest.
  
  Thank you again for your patience, and please feel free to reach out to me directly if you have any further concerns.

• Initial Complaint

  06/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A 2021 ***** Pilot was purchased on 05/16/2024 from Tracy Nissan. It was a late night transaction and the dealership fraudulently charged me for products and services which I never authorized for but kept pushing me and my family to sign the documents so they can close the dealership for the day. Nothing was explained as to what I was signing for. These include being charged for a theft code two times, one for $895 and a second for $299, and also a **** security system which I was charged $995. I spoke with the finance department and *************************** indicated this is 'how the dealership makes its money.' I also met with the General Manager of the dealership, *********************. Instead of helping resolve the matter, he started discussing about my religious and political background which I found to be very offensive and he was ready to physically assault me while I was in his office. I would like for BBB to intervene in this matter and for the dealership to give a refund of these unauthorized charges. I shouldn't have to pay for anything I did not authorize. As per online reviews from other customers on ****** and Yelp, this practice appears to be routine at Tracy Nissan.

  Business response

  07/08/2024

  I appreciate your feedback and I apologize for the inconvenience with the staff, but we preinstall **** security and etch code on all of our vehicles and we disclose it on the window of the vehicle. Per our conversation at the store the vehicle was discounted more to make up for the cost of the items and for it to fit in the budget.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While we were test driving the vehicle on 2/13/24 a warning came that said Service Air Suspension System Immediately. We were told it passed the 100+ point inspection. We bought a vehicle on the evening of 2/13/24. On 2/14 around noon I returned the vehicle as the warning came back on while I was driving with a salesman named ******. I asked for the inspection report and never received it. They kept the vehicle and said they would fix it as well as the radio. I was given a car to drive but I returned it on 2/15/24 and requested a car comparable to what we purchased. We were loaned a small suv. On 2/19/24 I called for an update and the service manager ** told me that he would be sending it to Manteca Dodge, he had a buddy ***** that could look at it. He said he would give me an update my 2/21/24. I did not hear from him so I called and left my info and ** called me back. He said he had not heard from Manteca and would call them in the next morning and call me with an update. I did not receive a call on 2/22. I called Jt on 2/23 and left my info again and he called back and left a voicemail. ** said that the car was at Tracy dodge and they wouldn't have the part to fix it until 2/27. I called JT back and asked why it was now at Tracy when he told me that it was in Manteca. He said it wasnt taken to Manteca. I told him he lied to me about it going to Manteca. He said he didnt appreciate being called a liar, I dont appreciate being lied to. He said the radio didnt come in and he didnt know why. ** told me he would pass my info on the a ** and I could speak to the ** going forward. I heard nothing from them since 2/23. I called to talk to the ** on 2/26. **** said he would do his best to get our car fixed and the radio replaced ****. I dont trust this business as the lies were ridiculous. I had my car less than 24 hours and they have had it for almost 2 weeks and it is not fixed. I want the car fixed or the contract nullified immediately.

  Business response

  03/26/2024

  ******* purchased a used 2018 Jeep Grand Cherokee with ****** for a very fair price. The vehicle suspension light came on and we advised her to bring it in to diagnose, we loaned her a vehicle free of charge while we diagnosed the problem and discovered it had a bad air hose for the air suspension the vehicle was supposed to go to Manteca CDJR but do to time and trying to get the car back to ******* in a timely manner we suggested we send the vehicle to Tracy CDJR for repair and reprograming since it is a Jeep only job do to software and programming. When they installed the hose, they discovered that the air compressor was not working accordingly due to the hose that caused the air pump to fail prematurely. I told ** to order the pump and get it fixed at the dealers' expense and not charge to *******. Reason for all this taking longer than expected was parts were on back order and took time between diagnosis and part receiving's pro longed the situation. Since 03/15/2024 ******* has picked up her vehicle fixed with money out of pocket detailed and a full tank of fuel. I know in my heart Tracy Nissan went above and beyond for ******* whereas people that have trouble with new cars do not receive this kind of world class service.

  Thanks, 

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

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from Tracy Nissan on 8-11-2023. I paid registration fees upon purchase of vehicle. I put $8000 down and financed approx $5000. On December 14th around 9:30pm I was in an accident. My vehicle was towed to TNT tow yard in ************. phone number **********. Because of my accident I have to pay $150 to the police department in ********* ** and car must be completely in my name phone number **********. I was told on December 20th that my purchased vehicle was not in my name. I was recommended to go to AAA dmv services to find out why? I did that the next day on 12-21-23 and they were unable to help me. I called Tracy Nissan right after and was told Id be receiving a call back. I called 5 times that day and was never called back. The next day I called left voicemail with ***** the financing ***** many times never received call back. I called again ***** and left multiple messages with ******* at the front desk. I finally asked to speak to a manger and thats when I was transferred to ******** She explained that he was working on it and she would personally see he calls me in 30 min. This never happened. I was finally able to get a hold of ***** on *****. He explained that theres a list that pops up and my car must have fell through the cracks. He explained that the title was never received from the original order to transfer the vehicle in my name. DMV still has not received the correct paperwork. I asked him if Tracy Nissan planned on paying my storage fees since Im unable to get it out because of their error. This company has been nearly impossible to get a hold of let a lone get a call back. Its completely out of my hands trying to get my vehicle I purchased almost 5 months ago out of impound. So far it has cost me $1800 as of today 1-3. Its $150 a day and my insurance stopped cover it *****. I called yesterday 1-2 spoke to ******** She said I would need to speak to **** the general manager. He didnt call back. I left VM today again

  Business response

  03/26/2024

  *************** to you regarding the *********************** matter shortly after she purchased the vehicle, she called in stating her car got impounded due to a DUI incident, she needed documentation stating she is the owner of the vehicle to show proof and release the car back to her from the tow yard. My finance manager ***** received a call form *********************** on 12/27/2023 in regard to her situation and he emailed her copy of sale contract and DMV copies that would show proof of her being the legal owner, ***** even reached out to the ************************ and sent them the email with proof that *********************** is the legal owner of the vehicle so they could release her vehicle to her.
  
   

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi there, I am writing to you for help in mediating or getting through to this Nissan Dealership in Tracy , **********. I have a Nissan Pathfinder 2014 in very good shape and have kept it as is since I bought it 18 mths ago. I do my required maintenance on the car and always use the proper channel by going to the dealership of all things. The dealership Ive used few times before for maintenance and expensive as they are I still pay. The dealership past year have a new ownership . They just dont seem to know what they doing and dont care the hurt they inflict on a customer. I took my car there in May of this year because I suddenly had an issue where the car on drive wont move. I was told after it got diagnosed by the dealership that I need my a new Alternator. This took a week a so my car been there. They in turn billed me with additional work that I didnt even intend for them to do some 1500. I was shocked but little money I had a took out a loan they hastily put me with and paid. A week took a month for them to repair this alternator. I go there every day during the time as why the work has to take that long. I use my car for Amazon work that I do. So I lost a month of work due to their delay. After been given the car I drove it round for a day and I broke down again at a busy highway in the area. Towed it at an expense to the dealership again that its doing the same thing. They then took two months to tell me that the wrong alternator was put in the car. Two months of lies and that they were waiting for another engineer to get there from another region. *** lost so much meanwhile in all the three months no work and I had insurance and car payments that I had to pay. End of August yet again when I took the car they broke my fenders by mistake that whiles it was out for testing they forgot to close the hood . To fix that problem took weeks again. I am now in ***** to start a job and car broke down . Ive done all I could to simply ask for my money back.

  Business response

  03/26/2024

  Tracy Nissan fulfilled every obligation to ***************** with the situation with the alternator reason it took longer than expected was due a Nissan national back order  when the part finally arrived Nissan had sent faulty alternator and had wait for another one to arrive along in diagnosing the faulty alternator Nissan sent us the hood of the vehicle came unlatched and caused some light damage to fenders. **************** my service manager at the time reached out to ***** and stated what had happen on the road test and the damage caused to the fenders this when Jawara bartered with **** and stated please repair the mechanical noises that I hear coming from the front suspension, a completely unrelated repair that the vehicle was originally brought to us for. **** at this point reached out to our fixed operations manager ********************* and agreed to accommodate ****** request. When ***** came to pick up the vehicle he went against his word and demanded the fenders to be repaired, after some back and forth he agreed to pay $700 to get them repaired and agreed to do so. At the time of pick-up ***** went against his word and acting very belligerent and declined to pay for the fender repair.

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