ComplaintsforAntwerpen Security Nissan

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2022 Nissan Rouge went into the shop around June 14th 2023. I sent it to the shop because it was shaking and sounding like an old truck. Upon inspection of my truck, they found out that it needs a motor mount. Here we are September 12th and no motor mount. I feel so unappreciated right now because I am the one who's been calling and asking about whats going on. I'm pissed because I'm paying for something I'm not driving. I spoke with the service manager on Monday. He said he will see what his boss can do to get the part sooner.

  Bureau response

  09/13/2023

  Neal ********
  Antwerpen Security Nissan 
  **** ******** ** ********* ** *****  
  
  Dear Neal ********: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 9/12/2023 and was assigned an ID of *********   
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Roslyn *********

  2610 Huntingdon Ave

  Baltimore, MD 21211

  Daytime Phone: ###-###-####
  E-mail: trinae20@gmail.com
  

   

  The details of this matter are as follows:

   

  Complaint Involves:
  Repair Issues 

   

  Customer’s Statement of the Problem:
  
  My 2022 Nissan Rouge went into the shop around June 14th 2023. I sent it to the shop because it was shaking and sounding like an old truck. Upon inspection of my truck, they found out that it needs a motor mount. Here we are September 12th and no motor mount. I feel so unappreciated right now because I am the one who's been calling and asking about whats going on. I'm pissed because I'm paying for something I'm not driving. I spoke with the service manager on Monday. He said he will see what his boss can do to get the part sooner.
  
  
  
  
  
  Desired Settlement:
  Repair
  
   

  Bureau response

  09/13/2023

  Roslyn *********
  **** ********** *** ********** *** *****
  
  
  Dear Roslyn *********:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 9/12/2023 against Antwerpen Security Nissan.  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Business response

  09/13/2023

  The motor mount is on back order with Nissan. We have no way to expedite this process. The service manager did speak to the customer about car rental eligibility.

  Bureau response

  09/14/2023

  Roslyn *********
  **** ********** *** ************ *****
  
  
  Dear Roslyn *********:
  
  This message is in regard to your complaint submitted on 9/12/2023 against Antwerpen Security Nissan.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from Antwerpen Security Nissan. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  The motor mount is on back order with Nissan. We have no way to expedite this process. The service manager did speak to the customer about car rental eligibility.

  Bureau response

  09/19/2023

  Neal ********
  Antwerpen Security Nissan **** ******** ** ********* ** ***** 
  
  
  Re: ID * ******** - Roslyn *********
  
  Dear Neal ********:
  
  Thank you for your recent response to Roslyn *********. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau response

  09/19/2023

  Roslyn *********
  **** ********** *** ********* ** *****   
  
  Re: ID * ********* Antwerpen Security Nissan
  
  Dear Roslyn *********,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

  Customer response

  09/19/2023

  Thank you. I received my vehicle on Friday. 

  Bureau response

  09/25/2023

  Neal ********
  Antwerpen Security Nissan 
  **** ******** ** ********** ** *****
  
  
  Dear Neal ********:
  
  This message is in regard to a complaint submitted to BBB about your business on 9/12/2023 by Roslyn ********** This complaint was assigned ID *********
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
   
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  
  MESSAGE:
  
  Thank you. I received my vehicle on Friday. 

  Bureau response

  09/25/2023

  Roslyn *********
  **** ********** *** ********* ** *****  
  
  Dear Roslyn *********,
  
  This message is regarding Complaint ID * ********* Antwerpen Security Nissan
  
  

  Thank you for using BBB Serving Greater Maryland to assist you in the resolution of your complaint. If you were pleased with the free service you received, you might consider a tax-deductible donation to the BBB Maryland Foundation.

  
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  Attn: BBB Maryland Foundation

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

  The BBB Maryland Foundation is a 501 (c) 3 charitable organization funded solely through donations and receives no state or federal money. Our federal ID number is **********. Your time and consideration is greatly appreciated!

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I definitely would not recommend this place. It's full of false advertisement and rude workers. The facility does not do shuttles, as mentioned on their website. If you come get a repair, they do a diagnostic of $170, but then they tax on around $25 for "shop fees." When you try to get a manager to discuss their false advertisement tactics, your complaints fall onto deaf ears. If they are willing to do this to Nissan owners, imagine what they would do to screw over new Nissan owners. Currently, I have waited 2 days for a sensor to be fixed. A mere sensor. When you call them, they say, “calling us won’t make it change it quicker.” Yet, they quoted me yesterday when I decided to do my services here. After revisiting to check on my vehicle, service became even more horrific. After I wrote a negative google review, Mr. Scott Steinberg, came to me at the dealership, giving his unprofessional, unsolicited opinion about my review. He ended his comments with, "well you ruined it. you made a decision, and you will live with it." After working with this dealership, I learned that even the service manager (bald white larger man who has a slight temper) refuses to follow NHTSA bulletins. Instead, he would make recommendations that will only increase your bill. Instead of following the recommendations (which involved a seized EGT sensor), he recommended replacing the entire manifold (which would cost additional $1700). When I suggested the NHTSA bulletin, he states, "that's it." He grabbed my paperwork and went towards the payment desk, "you can take your stuff to another dealership. we will not be servicing you here," as he required me to pay the diagnostic fees. This place is ridiculous. I have reported this place to Nissan corporate. I recommend people go elsewhere, as this place is utter trash.

  Business response

  10/09/2023

  We apologize that the customer did not have a good experience. Initially, there appears to have been a misunderstanding between the customer and the department manager. The manager was under the impression that the customer had a ride from an outside party. Once the customer made it clear to the manager, an employee was requested to drive the customer to their desired location once the employee was available.
  
  The diagnostic charge, taxes, and shop supplies were explained to the customer to come out to $200. The customer agreed to those charges to diagnose the problem.
  
  Once the diagnostic was complete, the appropriate parts were ordered. In this case, the exhaust gas temperature sensor was diagnosed to the issue.
  
  Once the part arrived, the old sensor was found to be seized in the manifold. The customer was informed at that time there would be an additional cost to replace the manifold. The customer request us to complete a TSB (Technical Service Bulletin) to take out the sensor. (Manufactures to no generally cover the cost of a TSB) The cost associated with that would be the same as replacing the manifold.
  
  We have attempted to work this out with the customer, but the customer does not seem willing to do anything without a significant discount. The negative Googld review was written prior to completion of any work on the vehicle.
  
  

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  . Purchased a 2016 Nissan in 2016 brand new. Since the day I got the vehicle it has had issues. I took it back several times for electrical errors, the tire light constantly being on. Now with 100,000 miles the transmission has blown up. The vehicle is not drivable. Nissan informed me that vehicle needed all this work done.transmission fluid drained and flushed $345, carbon build up repair $195, a tune up and replacing spark plugs was $323. I can get it all done for $400 at meneike. Also the clean the carbon build up every time you get an oil change. So why are they charging for that? That's not the issue, the issue is that my vehicle had no check engine light on and it stop driving while I was in the middle of an intersection. I saw that back in 2018 Nissan was sued for this exact issue. Is there a recall??? No,they extended the warranty to $84,000. I never once was notified that the warranty was extended and this was an issue with this vehicle. Menekie said I waited too long to get the fluid flushed and drained. I informed them I got it done when the dealership told me to. Took the vehicle in on 11/7/22 to get an oil change, said the fluids were fine. I have a screen shot of the inspection. 11/17/22 the fluids needed to be replaced and now the vehicle isn't drivable. No check engine light ever came on, and they stated that other body shops can not replace fluids on Nissans because sometimes the check engine light will not be on and it's an enteral issue they can only handle at the dealership

  Business response

  01/09/2023

  Business Response /* (1000, 5, 2022/12/19) */ The services were recommended due to time and mileage only. The only fluids that are checked with oil changes are brake, coolant, and washer; transmission fluid is not checked unless it has a dipstick. The vehicle came in on December 6 with 106,403 miles. The customer stated they took the vehicle to another shop and had the fluid changed and now it will not move. If the incorrect fluid was used to flush the system it could cause issues. The check engine light does not always come on for internal transmission issue. We reported we confirmed the complaint and also heard metal sounds for transmission and would need to be replaced. Customer had a warranty extension on the transmission that expired April 6, 2023, OR 84,000 miles (whichever comes first). The customer came to Antwerpen Nissan Security for service on June 23, 2018, with 39,452 miles. The next visit to Antwerpen Nissan Security was December 13, 2021, with 88,442 miles. The manufacturer's extended warranty had expired due to mileage. Our service history does not show and transmission concerns until it was taken to another shop.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my vehicle from Nissan and included the gap insurance. My car was totaled on December 27, 2021. This has been resolved and confirmed by my insurance company. I have contacted Nissan dealership and the company that I signed the contract for the Gap insurance for my refund. I was sent a letter from the company initiating the gap contract indicating that they had contacted **** **** at Nissan dealership concerning this matter and a letter was sent to Nissan dealership on April 12, 2022. I contacted her and she was so rude and nasty I contacted the manager on May 16th concerning this matter to see if this could be resolved. The letter that was sent to me and the dealer stated " the prorated refund for this product will be sent by your dealer to either your lender and credited to your account, or directly to me if I do not have a loan". I contacted the lender and they have not received a refund check for the gap insurance..

  Business response

  07/15/2022

  Business Response /* (1000, 5, 2022/05/20) */ The check was printed on 05/17/2022 to Nissan Motor Acceptance Corporation. I will probably be received and posted by them within 10 business days. Consumer Response /* (3000, 13, 2022/06/08) */ Still have not heard from the dealership Business Response /* (4000, 15, 2022/06/10) */ NMAC processed the check on May 23. The funds posted from our account on June 7. An image provided by our bank is attached.

*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. ↩