ComplaintsforNissan of New Braunfels

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a car there a 2023 Nissan Murano and have not received the reimbursement for the extended warranty we cancelled since we traded this vehicle . Its been over 3 months and we have called and not gotten a straight answer of when they will send the refund. We have been refunded money from the other warranties they added but we dont understand why apex extended warranty has to mail the check to the dealer and not the consumer.

  Business response

  10/11/2024

  Refund check for remaining GAP and warranty has been issued as of today and is being mailed to customer. The delay was that the original refund was sent to the lean holder Ally and then sent back to us. Our apologies for the delay.  

  Customer response

  10/21/2024

  Complaint: 22376509
  
  I am rejecting this response because:
  
  Regards,
  
  ******* ****

   

  Its been over a week and the check has not arrived I live in ********** it should not take 2 weeks to arrive, today is 10/21

  Business response

  10/22/2024

  refund has been issued. will look into delay and get it taken care of

  Customer response

  11/11/2024

  Complaint: 22376509
  
  I am rejecting this response because its been a month since this check was mailed, what address did you mail it to ?
  
  Regards,
  
  ******* ****

  Business response

  11/14/2024

  We will look into why customer has not received refund. 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had cancelled my extended warranty and GAP on 1/2/24 and suppose to received $2900 refund to my principal. The processing time is between 6-8 weeks and still no refund. I want the refund sent to the lienholder and applied to my principal. They cheated me on my trade in and sold my dodge charger for more of a price that they even gave me. The door of my car on the driver side dont even close right. I either want a refund and my door fixed or they can have their car back.

  Business response

  09/30/2024

  In regard to **** *****, all products that were available to be cancelled have been and a refund was issued. The concerns have been resolved to the best of our ability. 

  Customer response

  09/30/2024

  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 and the monies were refunded.
  
  Regards,
  
  **** *****

• Initial Complaint

  02/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing this to share my experience with this dealership on 9 Feb, specifically with sales person JR ********* and finance person *****************. I came in to purchase 2021 **** Edge STOCK MBA24911 VIN ***************** at advertised price of $23,395. Upon arrival I was pre-approved through finance partner *********** Auto Navigator.Several things occurred:1. Initial price given by sales person was around $26k and I had to correct that and tell him advertised price was $23,395 2. I was told the advertised price did not include mandatory ************ and price would be $24,993.3. I told sales person I didnt want Apex and he advised me to address with and ask at financing.4. Got to financing and rate/term did not match my pre-approval from ***********- it turns out the finance person took it upon himself to determine the term of loan at 72mo resulting in a higher rate. When I questioned the rate and term he became irritated.5. Proceeded to sign paperwork and once I got to Apex agreement I told him I didnt want it. *** then said You cant buy the vehicle, slammed finance folder shut, got up and asked us to exit.6. After leaving I contacted *********** and discovered the lower rate was with shorter term, which I was never asked how long of a term I wanted.I also did some additional research and I am confident several sections of ***** Administrative Code- Title 43, Part 10, Chapter 215, subchapter H, rule *******, were violated.I have never been treated more disrespectfully in purchasing a vehicle than I was last night and will be filing a formal complaint with ***** ********** of ***** Vehicles and Attny General Consumer Protection.*********************************************$ext.TacPage?sl=R&app=9&p_dir=&p_rloc=&p_tloc=&p_ploc=&pg=1&p_tac=&ti=43&pt=10&ch=215&rl=250

  Business response

  03/06/2024

  Our goal is to satisfy every customer that walks in the door. We truly have no incentive not to make a deal with a customer as this is the very nature of our business, to sell vehicles. In this particular case, the customer offered terms that we could not accept as it would mean we would take a loss on the exchange. We take a lot of pride in being one the most competitive dealers in ***** when it comes to price, but operating at a loss wouldnt allow us to continue to serve the community. With all this said, we understand the frustration from the customer of wanting a new vehicle and being told no from the dealership. In this case however, we are not saying no, rather the terms offered means we lose money. We work tirelessly to accommodate every budget, and we are happy to make a deal here that works well for both sides. Its our hope she will allow us to regain her trust. Its what we want.
  
  Respectfully, we ask that the review be removed. It simply isnt an accurate picture of the entire scenario.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle purchased on 11/18/2023. On 11/30/2023 the vehicle came to a complete stop on I35 with a frontal crash warning. There were no vehicles in front of the car that would have engaged the system. The weather did have light rain. The vehicle was towed to the facility where the service writer stated that the vehicle was known to be sensitive and stop for many things, to include a leaf, frost, or rain. The recommendation was to not drive in the rain, or to disable the safety feature. The service writer provided a bulletin from 2020 regarding the light coming on, but not the complete stop of a vehicle. The driver was not struck by a semi that was able to avoid her disabled car. The dealership refuses to address the issue. A buy back request was submitted for safety concerns and denied. The stance from Nissan is that the car must stop again in order for them to recognize the safety concern. The vehicle safety features malfunctioning could result in death.

  Business response

  01/10/2024

  Clients vehicle has been in as stated in customers complaint. The dealership diagnosed the vehicle to retrieve any possible defect codes and there are no codes stored in the system. Client was advised that certain environmental objects or conditions may effect the systems operation. Client was advised that the system could be shut off in the vehicle as it seems to happen in a certain area as per customers original complaint. Client has been advised we are unable to perform any repairs on vehicle at this time as vehicle is operating as designed at the time we had in our facility. Client has also been advised to discuss issue with Nissan *** as they would be responsible for the safety compliant at this time and not the dealership if customer is requesting buy back. 

  Customer response

  01/10/2024

  Complaint: 20989303
  
  I am rejecting this response because:

  Nissan *** and Dealership continue to point at the other for responsibility. Service writer acknowledges defect of system reporting it is a known issue and the system will continue to fail, hence the suggestion to disable the safety feature. Little to no efforts were made to recreate the system failure, and codes were simply cleared. Additionally, Service Writer reported Nissan would have an engineer respond and schedule an appointment to review system failures and concerns.  No such ticket has been created according to Nissan *** stating the dealership has opened no such ticket. Safety features should not fail causing life threatening situations.  The ******** **** Warrenty Act is being blatantly ignored.Nissan is knowingly endangering consumers and hiding behind irrelevant disclaimers. Defects and malfunction of the vehicles safety features clearly falls under this act.

  Nissan must address the safety component defect or repurchase the vehicle under this law. Disabling the feature is not suitable.
  
  Regards,
  
  ***********************

  Business response

  02/05/2024

  If client would like us to schedule an inspection with our DTS tech coordinator from Nissan they can contact us at the dealership and reference this response. We will have to have the vehicle here for a few days to have this inspection performed and client can let us know where they are available, and we will schedule with our DTS. His schedule is normally booked three weeks out approximately. At the time we had the vehicle as stated there are no codes present so we are unable to replace any parts on their vehicle or make any repair as it is operating as designed. Client was referred to Nissan *** and we are not trying to pass the client along to anyone however the client must contact Nissan *** on any product allegations for safety and that is required by Nissan. Client also noted it has only happened one time on our repair and has not returned with any other issues since Dec 2023. If vehicle continues to have issues it is recommended to bring vehicle back to dealer for inspection. As per the client referencing that the advisor stated it is a defect that is unable to be reviewed as our advisors are not technicians and there are no diagnostic codes showing any defect exist in vehicle. Customer referenced the ************************* Warranty act they will have to address that with Nissan *** as there is no defect found in their vehicle at the time, we had their vehicle. We do understand that the client is not satisfied however at the dealer level we are limited by what can be found defective on their vehicle and the data we have shown no defect at that time and may have been caused by circumstances outside the parameters of the system as is why they were advised if it is in an area that consistently caused this issue it is Enviromental.  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a new vehicle in or around December of 2022. I contacted the finance manager, ***************************, on June 6th 2023 and requested that he cancel the *** coverage, extended warranty and the prepaid maintenance plan. He informed me that I would have the refunds credited to my NMAC finance account within 6-8 weeks. I waited nearly 10 weeks and emailed ******* asking about the status of the refunds as they were not reflecting on my NMAC account. I still havent received a response to my emails and we are now at 11 weeks. I contacted NMAC finance and was informed that the dealership has not sent them any funds to credit to my account. I emailed the General Manager, ************, at ****** of *** Braunfels over a week ago and never received a response. The total amount of my refund for all policies is approximately $4,000.00. Ive waited over 11 weeks for the funds to be credited to my account when I was told it would take 6-8 weeks. Since I havent received a response from **************** or ************, I am filing this complaint in hopes this will be resolved as soon as possible.

  Business response

  09/30/2024

  In regard to ****** *****, all products that were available to be cancelled have been and a refund was issued. The concerns have been resolved to the best of our ability.  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/29/2022 I purchased a new Murano from Nissan of New Braunfels. Before signing any papers, my husband asked about the extended warranty and what it covered. The man doing the paperwork said the warranty covered everything except brake pads for ******* miles. I purchased the extended warranty for $3,500.00. The vehicle has two shock absorbers leaking and they refuse to fix it under the warranty. The vehicle has only ****** miles on it when the leaking shocks were discovered by Town North Nissa of ******. They would not fix it, so I took the vehicle to Nissan of New Braunfels where they refused to make the repair but charged me $179.00 to check the vehicle and found the same thing. The manager there told me that the man who did the paperwork no longer worked there. My husband who cosigned with me called them and they gave him the same story. I want the $3,500.00 to be refunded since they lied about it, and it is worthless.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a CERTIFIED PRE OWNED 2022 Nissan Sentra SV from dealership in 03/25/23. When the contract was completed, the salesman only gave me one set of keys. Salesman told me I can buy another one and I received a quote of $497.76 that includes parts and labor. I come to find out from another dealership that I should of got two set of keys if it was certified pre owned and it is part of their certified preowned checklist. I went to Nissan of New Braunfels in person to tell a manager that I should of received it and he agreed and handed the case over to *****. ***** assured that I would get the extra set of keys up to 3 weeks and it was their mistake. Today, 5/6/23, I receive a call from ***** at Nissan of New Braunfels and he tells me there is a backorder on that specific key fob and there is no date available of when I will get my keys. This is not right. Not only did they lie about their car being certified without two set of keys, now they are making it my problem and making me wait for it! I think they should pay the cost of the additional key, so I may get it done at another dealership or get me the key within the next 2 weeks of this complaint.

  Business response

  09/30/2024

  With ****** ********* all concerns were addressed, and we do not have any outstanding concerns.

*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. ↩