ComplaintsforBalise Nissan Of West Springfield

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Service department is charging tax on the labor performed to change oil and rotate tires. Just for the labor they charged $111.30 and based on their invoice, that is just a labor charge to perform the oil change and rotate tires. They charge an additional charge for oil and otter products used on my vehicle and the product should be taxed. But not the labor. Per ************** law, labor should not be taxed.

  Business response

  09/11/2024

  We would like to clarify that we did not charge tax on labor. The total dollar amount for parts plus shop supplies was $50.31. That is the amount that was charged tax, and the amount charged was $3.15. I have attached a copy of the invoice which also demonstrates this. I hope this clarifies things for you and apologize for the misunderstanding. 

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2020 Nissan rogue from Balise Nissan in **** ***********, *************. I purchased it in May of 2023. It has been in the shop since October 19th. It was pouring oil out the back and top of it. It was in their shop for 3 weeks and they said they changed valve cover gasket but now it was leaking oil in to spark plugs. They turned around and told me to go get it and they will hold on to the loaner car for six hours. 20 minutes down the highway it started making popping noises, getting hot and blowing white smoke. I had to get it towed back to them. It is now another 2 weeks with them saying its misfiring, its the fuel injectors, we played with wires. They did nothing to the car or to try and fix it. They then say to come get it and run it until the engine light comes on, which I said its not safe because they said they couldnt be sure what was wrong. Now they are telling me I need to get the car today by 3 and they will get mine as close to running as possible with no solutions, just threats that they will charge me for the loaner car $50 a day. Then said we can change the fuel injectors but we arent sure if that will fix it and itll cost you $1480. They wont use my warranty for anything and they refuse to look for the actual problem.

  Business response

  11/30/2023

  The customer initially provided the wrong warranty information. This has since been corrected and we have contacted her warranty company and all repairs have been approved. The parts arrived on Tuesday 11/28 and the repairs have begun. The store has been in contact with the customer and explained the situation to her. 

  Customer response

  12/01/2023

  I am responding because I was told they did all the work and fixed it and the mechanics drove it and said its fine. However upon arrival I was told I could take it home. I started it on the lot of Balise and my dash lights all came on including the engine light and also a malfunction notification. They said it was a loose battery cable and it was fixed and ready to go home. It drove fine to get it home and I parked it. I then went to start it less then five hours later and the dash started saying the same thing. This time it was sputtering and barely stayed running. The tachometer went up to 4 rpms. It kept almost stalling and making weird noises, sputtering and squealing. The car was not doing this prior to them doing general maintenance. However they never addressed the original problem and told my warranty company the work was all set and it was $9000.00 for a problem that wasn't fixed or ever attempted to be fixed. My car is being towed to them as we speak. Yet again, this is effecting my livelihood because they are too incompetent to do their job. 

  Customer response

  12/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: This issue was not rectified with Balise Nissan. They replaced parts that had nothing to do with the motor itself. I left with it yesterday and as soon as I started it there a malfunction and engine light came on. They said it was a loose battery cable. Last night after getting it home I got in it to run to the store and the malfunction and engine light was on and the vehicle was sputtering, trying to quit and making other strange noises. Yet again, I had the vehicle towed this morning back out to Balise. Nothing has been resolved and they tell me always that they think that should fix the problem. They aren't being very truthful to anyone at this point. 
  
  

  Good afternoon,

   

     

  Business response

  12/11/2023

  I spoke with the Service Manager and he confirmed the vehicle did have to return to the dealership as the customer stated. As of Thursday 12/7 the car is repaired, ********************************* has been notified and is scheduled to pick up her vehicle this Tuesday. the CVT speed sensor pion was not seated properly and was causing intermittent issues they were experiencing. We have driven the car enough miles to reset the car computer to make sure no other codes are present.

  Customer response

  12/11/2023

  Complaint: ********
  
  I am rejecting this response because:
  I have been lied to the whole time. My car I've not had in about literally 2 months. Every time it leaves the shop a new issue occurs. In 2 months I've not had my car more than 5 hours. The thing is a safety hazard and I do not trust this company and I need a signed copy of the work that is done on this car because I am already nervous to bring this car home. They've been less then helpful and furthermore then that they have lied about work that's been put in and previously made threats to bring loaner car back previously when they wanted me to bring the car back last time and I couldn't miss work and they threatened me with calling the police per not being able to bring it back as I was working and because of this they have caused me to almost lose my job. I do not accept their answers as the warranty company even said they never submitted work for the $9,000 in repairs they supposedly did. They are liars and thiefs. 
  Sincerely,
  
  ******************************************

  Customer response

  12/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  BBB spoke directly with the consumer and she has indicated that her desired resolution now is to either return the vehicle for a refund and get out of the loan or be put into a different vehicle.  The consumer stated "that is the resolution I am currently looking for as this car is unreliable and unsafe to drive as Ive had to have it towed twice now, once broken down on the highway and then from my yard. I am afraid to take this vehicle back. "
  
  Sincerely,
  
  ***********************************************************

  Business response

  01/09/2024

  BBB spoke directly with the business and they have proposed a resolution to this situation that the consumer is satisfied with.  They are currently working on facilitating that resolution for the consumer.  

  Customer response

  01/09/2024

   
  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. 
  
  Sincerely,
  
  ***********************************************************

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed the contract for a 2019 Nissan Rogue from the Balise Nissan of West Springfield on 05/23/2022. Did not leave with the vehicle since the dealership did not have the title for it. Received a call in June to pick up the vehicle. Two weeks after driving the car off the lot I have been having issues with my vehicle. My vehicle when was purchased, I was informed only had 1 previous owner, that owner kept up with maintenance on the vehicle, and all the packages she had on the vehicle would transfer to me, including the 3 left oil changes from the 5 on the original contract. I have taken the vehicle for service almost every single month, contacted Nissan Consumer Affairs (Ticket No. ********), and spoke with the Nissan Sales Representative that attended to me. My complaints are/were: When Starting vehicle makes a loud noise. Dashboard where the GPS/Radio is turned off .Speaker static While driving the vehicle you hear how loud the engine is Vehicle jerks Steering wheel does not get hot. Seat warmer either does not get hot or when it does, the temperature does not stay consistent and turns off. Going in reverse or turning the steering wheel to go in a certain direction made a squeaking sound. CarPlay function not working consistently. GPS loses signal I have attached a letter explaining all my visits.

  Business response

  03/28/2023

  I am looking into Ms.******************* complaint and will respond after my investigation. 

*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. ↩