ComplaintsforNourse Family of Dealerships

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February I bought my dream car here! The manager, I will not name, was so fun and I felt like we really connected on the love of Jeeps and music. Everything went well for the most part. Then I had some issues within the first few weeks of owning the car, including overheating. The manager helped me, but I could see that he was getting annoyed with me pretty quickly. I expected help without someone making me feel like I was an issue.

  After they fixed the overheating situation ( had to take off multiple days of work, as I live in **********) there were some technical issues with my Uconnect. No GPS, Carplay, ************ or Bluetooth. They let me know they could eventually fix it. I waited months and finally had an appointment for diagnostics to fix it. They called me two days before my appt to tell me nothing could be Done. A family member of mine lives in town to speak with them and try to rectify the situation and was treated with the same kind of annoyance they treated me with. They were just down right smug and treated her like c*** Complete bummer to have been so excited for a car and treated kindly up until I needed help. I really liked the people there until they treated me like c*** I hated even asking for help with basic things that should have simply came with the car.

  This was my second vehicle purchased and with them, which I thought would mean something. I now have to replace the entire radio/carplay/audio system which is costing me around $1,800. I implore them to just be forthcoming with technical issues. I still wouldve purchased a car with them, they never were going to lose a sale. I have completely given up on even trying to come to a resolution as I wont be treated as a nuisance for spending tens of thousands of dollars with them. The manager seemed like such a nice guy too. Unfortunate because I intended on being a life long customer with them, regardless of where I lived or moved to.

  

  Business response

  09/18/2024

  We appreciate Ms. ****** business, and have worked very hard to address several issues that she has been having with the vehicle. 

  Please find attached three repair orders, two of which were an overheating issue that we were never able to duplicate. As a goodwill gesture we replaced the thermostat, coolant temp sensor, and coolant at no cost to her. 

  The final one is the first complimentary oil change that comes with every vehicle we sell.

  I spoke with our sales manager who Ms. **** had been dealing with directly, concerning the lack of GPS, Apple Carplay and ************ He advised that long after the sale, after spending a lot of time on this issue that the vehicle simply did not have those options.

  We understand Ms. ****s disappointment, and encourage her to look at aftermarket options other than new radio and wiring.  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In December 2022 I purchased a Toyota RAV4 from a salesman *****************************. A year later I received a phone call from a salesman that replaced him ***************. **** left a voicemail stating ****** never gave me the second set of keys.Since they advised me they have the keys I would like to obtain them. I have followed up and no one is returning my phone calls or helping to resolve this issue.

  

  Business response

  08/06/2024

  After doing a little research, we do have her spare set of keys!!! Our salesperson **** will be in touch with her today to discuss how we can get them to her.  So very sorry for the delay!  When salesmen leave, it can be a process to find out exactly what transpired and what was discussed. 

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased a 2018 **** Explorer from you Jan 2024. I have yet to put 5k miles on it.

  I took it down to the Chillicothe Norse for a oil change (routine-included) i also paid for a tire rotation at that time. Should also mention, prior to the oil change I had already had to reach out to them regarding the heat. It would work at times then not at all. This happened for 2 weeks prior to me taking it for the oil change, so I called and set it up for repair on June 4th. But before I could make it to June 4th, my truck completely over heated 11 days ago in ***************.

  Matt, at the service center, the day I picked it up from the oil change told me it was good to drive. The check system yall do, was complete and it passed. I asked why they didn't replace my engine cover and was told my sales rep never gave me one(?) BOGUS if you ask me.

  On May 11, 2024 my truck was towed from the corner of ******** /*************** in ********, with a full tank of gas by the way, and taken to the Chillicothe ************* center. They ran my truck for 2 days straight to test the coolant pressure. Told me it only needed coolant topped off AFTER I had to beg for a receipt.

  On Tuesday last week, I was told by **** and **** that it was running fine and needed picked up. I took half a day off work and had to *** a ride to go down there. I do not live close! Once I arrive there, **** hands me my key, and that is all. I remote start my truck from inside the center to let it warm up while I wait for the reciept and won't ya know it, it over heats and only blowing ice cold air and now gurgling coolant (all in the service center parking lot). Clearly I couldn't drive it.

  I have been laughed at by your service management team. I have spoken to like I haven't made payments on time. I pay way too much for this truck for one! And has anyone with that place offered me a rental? Offered to see my own issues, no. I am not paying for the repair cost.....( not enough typing space...)

  

  Business response

  06/05/2024

  We understand **************************** frustration, and have been working with ********** on a possible goodwill repair for her.  As of this morning they are asking for additional information to help them make a decision.  We are as anxious as she is to be given an answer as to how to proceed with assisting her. Unfortunately her basic warranty that was given to her at purchase has expired , and she did not purchase an extended warranty. Just as quickly as we get an answer from ********** we will let her know!

  Customer response

  06/05/2024

  I am rejecting this response because: 

  After corresponding with ****, through ***** on June 3, 2024, I was informed **** agreed to the financial assistance to move forward with repairs last week!

  I was also to recieve copies of all current doings to the Explorer since May 14, 2024, from **** @ ***** but she was waiting on that as well.

  Sadly, no one has corresponded that with me from Nourse. Rather, I have had to gather bits of info through other resources, as per now. 
  
  Regards,
  *******************************

  

  Business response

  06/20/2024

  Thank you for your patience. We have provided an estimate to ***** We are waiting to hear back from them. Last week we received an email from **** with ****, and we replied to her earlier this week.   

  Customer response

  06/25/2024

  On Tue, Jun 25, 2024 at 11:03 AM ******************************* <*************************> wrote:
  

  Good morning, 
  
  I wanted to reach back out with a decent time gab here to make it more noticed that although Nourse has claimed to be working the problem, they have yet to correspond to myself or ********************* Program. I received a call from said **** CSP 2 weeks ago today, a lady named ****, asking me if I have heard from Nourse and what rental car I finally got. Honestly, including yourself, not too sure any one can get in contact. **** and myself have not had any luck since the Thursday before Memorial Day, as stated in  prior emails with other concerns. I have been patient but truly need them to see what financial issues this will put on me for a lifetime. I will be "abandoning" this vehicle, words from ******** financial services, at the car lot. Please note somewhere that the correspondence the BBB has received is a lie. This company deserves every bad review you receive. I don't know your protocol for being lied to by corporations who hole your logo so high on their walls. But THIS is one. I'm willing to take the financial blow just for someone out there to take a dang minute and really look in to this. They blew my motor. Crooked enough to make the manufacturer repay for it. And bold enough to send lies to BBB to cover their awful track record. Meanwhile I'm just the one speaking truth with no help from those who are paid to help the customer. This isn't a return at *******, this is a almost $40k investment. 
  
  Again, thanks for the time. You are more than welcome to respond via email. Id love to know some one actually hears or truly speaks to a human at Nourse. At this level, id like to know its even open...the phones still just ring ring for the **** Maintenance center at the Nourse dealership in Chillicothe OH. 
  
  HAVE A GREAT DAY!

  Customer response

  06/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21757366
  
  I am rejecting this response because: On June 11, 2024 i spoke with **** who couldn't get a response from Nourse. May be a miscommunication on their behalf, but nothing still here to cover the loan holder. This truck is now considered abandoned by the loan company. They have had possession of said vehicle since May 11 with only correspondence through this vessel. No vehicle for myself/customer nor a try to make a mends. I refuse to uphold my end as well and they will keep it! 
  
  Thank you!
  
  Regards,
  
  *******************************

  

  Business response

  07/18/2024

  Customer has not made payments to her loan company since the vehicle has been in our shop. The loan company has paid us $1,455.37, the charges customer has acquired in parts, labor and tow bill and will be picking it up by the end of the month to avoid storage fees. We tried to help ***** obtain a goodwill of some sort from ****************** but have never received a response from them.
  
  If you need any further information on this, please feel free to call or email me. 

  Customer response

  07/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

  Complaint: 21757366
  

  I am rejecting this response because: My personal business with my loan company is non of Nourse concern. I was paid up until June 25, 2024. Giving Nourse ample time to correspond. Prestige and I have had more verbal conversations about my loan then I have got from Nourse since May 11. My loan is not even a month late! My loan company has the proof of **** correspondence with ****. Maybe if the BBB would force Nourse to prove the work being done. Maybe BBB should know that Prestige and **** tried to take repossession of my truck and made time to call and update me that Nourse has it in conditions that make it unrecoverable! NO, I DO NOT AGREE TO THEIR RIDICULOUS BILL OR REMARKS!
  
  Regards,
  *******************************

  

  Business response

  08/06/2024

  **************************** loan company contacted us, stating that she did not want the car anymore and they could have it. They called us to see what was owed to us, and several days later it was paid by them via credit card.  Our response on 7/18/24 was gathered from information that ************************ and her finance company stated to us. Unfortunately, ****************** gave us no answer on our request for goodwill for her.

  If you need any additional information that we have, we will be happy to submit it.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought vehicle in February. I had it for a week before it had to go to shop for repairs. For two weeks it was like pulling teeth just to get someone to answer a phone and let me know what was going on with the vehicle. Got car back for approximately two weeks when it had to be taken back for more repairs for the same issue as before. Nourse had the car for another two weeks. I couldn't get an answer or a rental from them because no one would respond to my calls.

  Finally got the car back for about two and half three weeks before we had to go back for a third time for more repairs. Same issue, won't give me an answer on rental and wont answer phones or keep me updated. Finally reached the service department and they want to charge me $700 for a repair that was done the first time the car was in the shop. Nourse sold me a lemon and wont help me with the problem.

  

  Business response

  06/20/2024

  We have worked closely with Mr. ********** and appreciate his patience as we diagnosed his vehicle.  It was brought in first several months after delivery for a check engine light, and at that time a mass air flow sensor was replaced. 

  Less than a month later his power steering rack needed replaced, both repairs were covered under his 3 mth/4,000 mile warranty that was given to him at time of delivery. So there was no out of pocket expense to him, and we covered his $50.00 deductible. 

  He then came in a little over a month later with an issue of noise coming from the engine and no power up hills.  We found the turbo had failed and that the mass air flow sensor that was replaced several months ago had also failed.

  As you can see from the attached repair order the mass air flow sensor was replaced under a parts warranty and the turbo assembly replacement was covered under his service contract. Mr. ********** was only responsible for his deductible and a small service that was not covered. when he picked up the vehicle it was repaired and Mr. ********** seemed satisfied. 

  I will be more than happy to send to you any additional paperwork, if you require.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle to the dealer in November and they diagnosed a faulty break booster. I made repeated calls to them during the month it took them to diagnose and fix the issue! They were unwilling to help with a rental even though the repair was delayed. I asked to speak to multiple supervisors. I ended up spending $4,000 for repairs and a rental.

  Now I am having the SAME ISSUE!!!! They replaced it saying it must have been faulty and it was covered under warranty. Fast forward two months later it has now gone out AGAIN!

  I informed them I can not be out of a vehicle for a month again. Trudy told me they were busy and didn’t know when they could get to it but it would be “top priority”. Mind you I again have NO VEHICLE and STILL am getting ZERO assistance for getting a rental. 

  

  Business response

  05/06/2024

  Thank you for contacting us. We totally understand her position.

  At this time, we need to verify the trouble she is having is the same issue she had before. It was our understanding when she contacted our service department on 4/26/24 that she would have the vehicle towed to us for diagnosis.

  Our service department works by appointment, so if the vehicle is here we would be able to work it in between appointments to verify the issue.

  We are extremely busy, but will make every attempt to get her vehicle in once it's here. Unfortunately we do not have loaner vehicles, but would be happy to give her a discounted rate on a rental. 

   

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my 2017 Ford Taurus in for a repair on April 1st it received a water pump and timing chain and I was told to pick it up on April 11th which I did. When I picked out my car my key fob was twisted and broke completely apart. I did not leave the parking lot and immediately gave it to the front service desk. The key was out of the fog and the fog was broken apart. The service desk place the key back in the fob programmed it and taped it with clear invisible tape. I was told I cannot get a new phone and the head manager was out of the office until Monday. I called and left a message for D****** on Friday and then followed up with a phone call on Monday and left a message with M*** because when I asked for the manager on Monday I was given to M***. I have not received a call back from D****** or m*** regarding the issue and I spent $500 in repairs my car was there for 9 days and I was giving back my car with a broken key fob and all I want is my key fob replaced because I want it returned to me in the condition that I brought it in and it is not fair that I should be out of pocket a new key fob when that wasn't even an issue I brought it in for and I'm not even complaining about any of the repairs that was done to the vehicle itself. I feel like this issue is not the hugest issue for the company to resolve.

  

  Business response

  04/24/2024

  Ms. ***** brought her vehicle into us for repair . The key that was left with us to use was worn, but we were able to use it the entire time it was in our possession with no issues.  As a goodwill gesture, we have offered to cover the programming fee as well as having the key cut, and selling the fob to her at our cost. She is more than welcome to contact me directly to start this process!

  Customer response

  05/07/2024

  I accept the business's response to resolve this complaint.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Description: Constituent states they were taken advantage of by a dealership. The salesman did not go over the paperwork with them. They cannot afford the monthly payment is $600. They returned the car but the contract is still in effect. 2022 Ford SUV No Atty

  

  Business response

  04/10/2024

  The ******* returned the 2022 Ford Escape that was purchased from us the day after they took delivery, 3/22/2024.  At that time, we agreed to reverse the deal and contact the lender to cancel the contract.  The cancellation was sent in 3/22/2024 @ 6:36pm.  We encourage the ******* to contact their lender with any additional questions! 

  Customer response

  04/18/2024

  I accept the business's response to resolve this complaint.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have paid for a service that was not fixed and it has been 2 weeks that the company has had my vehicle and I feel I have been charged and robbed.

  

  Business response

  02/21/2024

  We completely understand Mr. *******'s stress concerning the repair to his Jeep Cherokee. The initial failure was repaired, but a new code is now in the system which has to be performed by an authorized Jeep dealer.  This repair requires only being flashed, which is an hour or less.  As quickly as Jeep can get it in, we will drop off his vehicle to him.  There should be no additional charges , his extended warranty has covered all repairs up to this point minus his 300.00 deductible. We will be more than happy to update him on the progress, and he does have my direct number if he has any questions.

  Customer response

  02/23/2024

  I am concerned that what was told to me from the customer service manager was only rebuttal and that if it was resolved I would have my Jeep back and I don’t.
  
  

  

  Business response

  03/19/2024

  Thank you for getting back to us. Mr. ******* was in last Wednesday. He is aware the Jeep had a fuel pump failure, and parts were ordered. The part came in yesterday, and we hope to have it installed early next week. 

  Customer response

  03/20/2024

  I truly do not TRUST anything that is done by Nourse and I will never feel Safe or Comfortable in my Jeep that has been in my life since 2022. My life has been ruined and Broken by this incident.
  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 29, 2023 I purchased a 2019 Chevy Silverado at the price of $51,655.26 from Nourse Autosales in Chillicothe Ohio. I was told ALL brakes and rotors will be replaced. The battery for my key is bad and they did not replace that with a new one. When I bought the truck I was told “to go buy one yourself” as it was "only a couple bucks".  

  As shown in one picture they only did the rear set. Pictures of my dash show the brakes are in bad condition. The point is they sold me an UNSAFE truck due to brakes being bad and they knew about it. 

  After numerous phone calls they have failed to reach out to me and failed to do their job correctly. 

  

  Business response

  11/03/2023

  Mr. ******* contacted our sales department concerning the wear on his front brake pads.  Customer service reached out to him and instructed him that our Service Director would be more than happy to inspect the pads, and also let him know that at the time of the used vehicle inspection the pads gauged @8mm.  He brought it in 10/26 and was given a rental vehicle to use while we were inspecting the truck.  Upon inspection, it was found  the left front caliper froze and had wore the inboard pad down to 3mm.  At no cost to Mr. *******, we replaced the front brake pads/rotors and left caliper, and returned the vehicle to his home 10/27/23. We were glad to help Mr. ******* with this issue!

  Customer response

  11/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ***** *******

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7-11-23 I went to Nourse in Chillicothe, Oh for a oil chage & tire rotation.

  Nourse came up with the following on a 7 pg. inspection report on my car: rear brake problems & 2 new tires. I received an estimate for my rear brake job. It was $1268.00.

  Now that was for only 1 side. It turns out that I needed both sides down as both calipers were frozen and that would have ended up being $ 2536 !!!!

  They were trying to get $1,644 out of me or $3006 for both rear brakes.

  They also told me I needed 2 new tires in the rear Michelin estimated quote was $238 per Michelin tire. My tires were Michelin's under warranty until 65,000 miles & my Ford Escape only had 30, 000 miles on them. So they were trying to get $476 for tires also.

  MY calipers were frozen & I have a Ford extended warranty on my Escape that does not expire until 11-2024. I should only have to pay the $100 deductible + tax $7.00.

  I took my car back to where I purchased it from in Washington Court House, Oh & they did both rear brakes totally for the $100 deductible + the $7.00 tax charge.

  

  Business response

  11/03/2023

  On 7/11/23 Ms. ******* was in our service department for a factory recall and tire rotation. We do a multi point inspection on every vehicle, and this inspection  shows wear on tires, brake pads etc.  We are very diligent with this inspection, letting the customer know what needs or will need attention.  The repairs are quoted, and it is totally up to the customer to okay repair or decline. As you can see, the only thing Ms. ******* was charged for on 7/11/23 was her tire rotation + tax.  She was not charged a diagnostic fee, and the recall was a warranty item. I have also attached her prior service appointment on 6/11/21 showing we  diagnosed a grinding noise, and as a courtesy she was  not charged a fee. After our investigation into this complaint, we do not feel any money is owed to Ms. *******, and would be happy to meet with her to discuss/explain specifics on the warranties she mentioned.

  Customer response

  11/05/2023

  I am rejecting this response because: it does not address the issue at all.trying to charge me a fee for repairs covered by warranty.this is typical of Nourse. Close this complaint and Nourse has lost a customer and I will be sure to tell others of their trying to rip me off.

*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. ↩