ComplaintsforSutherlin Nissan Ft. Pierce, Inc.

• Initial Complaint

  05/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4/2/2023 myself (*********************) and my wife (*****************************) went into Sutherlin Nissan in Fort Pierce. We told the sales woman (*************************) and sales manager (****************************************) that we were just looking. They were very helpful that they could help **. The cars were marked with the Nissan MSRP and a side sticker showing the dealer mark up. This number was about ****** more than the ***** They showed ** a 2022 Rogue Sport SL with all the the options. The cars MSRP was ****** est with the dealer mark up the car had a price tag of ******. My wife is very knowledgeable about cars and said that we should leave because the car was overpriced at ******. ****************** was insistent that he could get the car price down. Inside the dealership when we talked about financing we said we were going to put ****** down in cash and trade in our 2014 ********** Outlander with ****** miles on it. We had already researched the trade in value for the Outlander and it was estimated to be ****. We said that we also had a 2014 ***** 6 Grand Touring Edition with ****** miles that we could use as a trade if the value was higher. Or if needed we could finance a small portion. The Dealership came back with a price that included our ****** down payment, both cars as trade and a 7 year finance for ****** a month. This was to include a several bumper to bumper warranties and a service contract that covered everything. We would not have to pay anything.***** the financial manager switched numbers around showing that we were getting a major warranty.The next day when we picked up the car it was not the same car. We had spent a great deal of time explaining that my wife was terminally ill and had mobility issues. The car we test drove had a passenger seat had lumbar etc..The controls were different were said this is not the same car. The paper work they gave ** had auto generated signatures did not match mine. The warranty is not what was told, the car already has issues.

  Business response

  05/22/2023

  Good Afternoon *************** regarding Mr. ****** complaints about his 22SL Rogue Sport it is my understanding this is the first time we are hearing that the customter is having issues with the purchase of this vehcile. When the customer came to pick up the car they seemed quite happy and had no issues the Rogue Sport which does have electric seats that move both back and forth and the drivers side also has a control where you can adjust ride height for better visual while you are driving. When customers went into finance they did receive copies of all products that they purchsed. As far as the vehicle having any problems or not working properly nobody was notified at the dealership. I gave the the Flynns my business card and to contact me if there were any issues or concerens. We were well aware of their circumstances and I assure you the salesteam did everything they could to accomadate their needs. The salesperson contacted the Flynns and spoke with their daughter to schedule an appointment for them to come in and go over their purchase experience and sit down with our General Sales Manager **************** to hopefull satisfy them. If you have any further questions please feel free to contact me anytime 

  Best Regards,

  *********************************** Sutherlin Nissan Ft. Pierce 

• Initial Complaint

  01/16/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I bought a vehicle on 7/30/22 and was not allowed to see the full contract until I made the full $5000.00 down payment. Upon receipt of copies of the contract I saw the extra that was added to my contract.1) *** 2)Service Contract 3) Paint Protection I called the dealer to remove those added contracts and they said I could not removed them at all.On 8/13/22 I went to the dealer and told them I never agreed to have those add to the price of the vehicle and they had me sign a Cancellation Form to have them removed. On 9/08/22 the Lender shows the Service fee was refunded. On 9/12/22 the Lender shows the *** amount refunded. I noticed the Paint Protection was not showing. I contacted the dealer on 12/26/22 I went to the dealership to inquire about the remaining refund. I was told they would have to look into it and get back to me. As of 1/16/23 I had not heard back from the dealer nor had it shown in my account with the Lender, so I called the dealer to inquire. They said that I couldn't get that refund for the Paint Protection due to it being an in house service. After the purchase date I did not have them put anything on to protect the paint. I took delivery of the vehicle 7/30/22.

  Business response

  01/17/2023

  The customer agreed to the paint protection product and wanted to cancell after purchasing his vehicle 6 months later as we informed the customer we are not able to cancell it but he is more then welcome to schedule paint protection whenever he chooses. It is my understanding that the customer has relocated up north and perhaps its inconvenient for him to get the paint protction now. When the customer called yesterday I spoke with him and tried to help him and he started name calling our finance manager upon that I decided to end the call , If there is anything else I can do please let me know .

  Thank you 

  *************************** ***- **************** Manager 

   

   

   

  Customer response

  01/19/2023

   
  Complaint: 18820482
  
  I am rejecting this response because: It was not 6 months after the purchase I requested to cancel the paint protection and other additional items.  As it shows in the attached Cancellation Form it was requested in writing 2 weeks after the purchase date.  Purchase was on July 30, 2022 which is when I took possession of the vehicle.  Upon payment of my additional deposit I received my copies of the documents and upon review I called the dealership to request it to be taken off.  At my first available opportunity I physically went to the dealership to again tell them I wanted these additional items off.  At that time I was able to get in writing the agreed cancellation of them which shows dated August 13, 2022. I physically went to the dealership on or about December 26, 2022 to follow up with the Paint Protection refund.  I was told they would take care of it and get back to me.  The paint protection was never put on the vehicle prior to me making the refund request nor was it put on after.  There was no issue with refunding the *** and Service Contract which was requested at the same time as the Paint Protection. My travel back and forth to and from ******* for reasons that have no bearing on the issue.  The issue is that I made a request that was agreed to by the dealership and they have not followed through on their end.  I called the dealership to follow up on my December 26th visit and was told they could not refund it that is when I filed this complaint. 
  
  Sincerely,
  
  *********************

  Business response

  01/26/2023

  Good Afternoon *******, as per our conversation the only resolution we have for ************ is  scheduling the paint protection for him whenever he has the time to get it done just let me know what works for him .

  If there is anything else I can do please let me know

  Best Regards, 

  Customer response

  01/27/2023

   
  Complaint: 18820482
  
  I am rejecting this response because: the resolution they are offering is unacceptable due to I have in writing they agreed to refund for the paint protection and now they are saying they can't do that.  I didn't want it, I didn't have the protection put on the vehicle, and I don't want it put on.  Since this is not getting resolved that is acceptable I will look into filing in small claims court.
  
  Sincerely,
  
  *********************

  Customer response

  01/30/2023

   
  Complaint: 18820482
  
  I am rejecting this response because:   I am rejecting this response because: the resolution they are offering is unacceptable due to I have in writing they agreed to refund for the paint protection and now they are saying they can't do that.  I didn't want it, I didn't have the protection put on the vehicle, and I don't want it put on.  Since this is not getting resolved that is acceptable I will look into filing in small claims court.
  
  
  Sincerely,
  
  *********************

  Business response

  01/31/2023

  Good Afternoon *************** reagarding ************************* - 22 Frontier and the cancellation regarding the paint protection for his vehicle. We are honoring the cancellation and I spoke with the customer to let him know a check will be issued to him he was pleased with the outcome. Any further questions please feel free to call me anytime.

  Have a great day 

  ************************************ Sutherlin Nissan 

  Customer response

  02/02/2023

   
  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

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 18th my car was towed to the dealership because of transmission problems. I sign an agreement for a new transmission replacement which cost $4761.00. However, instead of replacing the old transmission with a new transmission, the dealership used a "remanufactured transmission." The *** Nissan transmissions are known to have mechanical problems and I thought I was paying for a new part

  Business response

  12/06/2022

  Good Afternoon *******, *************** regarding case# ********-A3331. The customer received a brand new transmission, the case is  reused but the parts inside are all new. It is a known fact that Nissan always uses a remanufactured case. To conclude our service writer also gave this customer a $500.00 discount off the original price. The service writer went over all the information prior to the vehicle getting any work done. Please note that the transmission was replaced over a month ago and the customer never contacted anyone in our service department regarding her concerns  if you have any further questions please feel free to let me know 

  Best Regards,

  *************************** *** Sutherlin Nissan Ft. Pierce 

   

  Customer response

  12/13/2022

   Good Afternoon *******, 
  
  
  It is a known fact t Nissan several had a law suite filed against them for a defective CVT transmission system. Some of these models include Nissan Rogue, Nissan Pathfinder, and Nissan versa. My vehicle is a Nissan versa and would have met the requirements for the law suites. The settlement provided cash reimbursement for the owner who had transmission repairs out of pocket after the warranty expires. I was issued a discount because my vehicle was manufactured with a defective transmission.
  Furthermore, it is also a known fact that a "transfer case" can damage other parts of the vehicle including the transmission. I have return the vehicle to the dealership after the installation however my concerns were never met.
   I  don't want any reused parts install from a transmission system that has been defective. I want the case remove and replaced with a new one. I have invest over $4500 for new parts for my vehicle and that wasn't delivered

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased NEW 2022 vehicle on Sept 28 2022. WAS sold the warranty ewithout really know about it. SO went back in on 9/7/2022 and said please remove and was given cancellation form after COMPLETE harrassment and being told my WIFE was running my life and I need the warranty. SO signed paper got a copy and went home. NOW 10/20 nothing have been heard and called the warranty company and they said it has NOT been cancelled and now I have to go thru long process to cancel this!!! I WILL NEVER go to this joke of a dealership again and expect an apology for all the gas and time to fix this problem!!

  Business response

  10/21/2022

  Good Afternoon, *************** to complaint ID: ******** the customer was told by our finance manager ***** that the policy takes ten to 15 weeks for it to be cancelled also told customer that it would be expedited . ***** did let customer know that this process does take time. If you have any questions please feel free to contact me 

   

  *************************** *** Sutherlin Nissan Ft. Pierce - ************

  Have a good weekend 

   

  Customer response

  11/29/2022

   
  Complaint: 18251489
  
  I am rejecting this response because:YET again this company has dropped the ball. 3 times now we have sought to CANCEL this warranty I never asked for and the *** insurance and yet again they screwed it up!!! SEEMS purposeful and now they have selected the wrong finance company to send the refund to and REFUSE to give my wife the name of the *** insurance policy!! These people should have formal charges brought against them for doing this and being SO nasty!!! I expect a phone call and I *** formally asking to be told WHO the gap is thru so we can cancel that as well!!! WILL NEVER recommend your shady service to ANYONE. MY number is ************ and if you cannot get thru you can email this info to ***************************** I sent the warranty company my correct info myself!! I would like some sort of compensation for running to your dealership several times and now the warranty refund less because of the 3 months of mileage you scam company cost me!!!!
  
  Sincerely,
  
  ***********************************

  Business response

  12/12/2022

  Attached is the check refund for the gap insurance which was sent to the correct lender the warranty was just cancelled on 12/1 and the that refund will be sent out today as per our controller usually the refund would be sent out at the end of this month but she will have it sent out today to the lender.If there is any further questions please reach out to me.

  Thank you 

  *************************** *** Sutherlin Nissan Ft. Pierce 

  Customer response

  12/13/2022

   
  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

  04/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  One again I tried this dealership and once again I am disappointed the manager was overbearing and got very mad because I didn't take his deal and he told me that I was playing the game and he said that I was stupid, I am very serious and I had a cashier check and i wanted the truck and I will take my business elsewhere, I feel sorry for the staff and the dealership looks nasty carpet dirty worn and coming up and holes in walls just an over all feeling of dirty no wonder everyone has a nasty attitude management hasn't changed couple of years ago the try to bait and switch me you have complaints on this I just want to buy this truck and not get the attitude and when I ask to talk with gm I was told we don't have one and I am the one you answer to I don't like the way they do business now or back then and or they writing down social security numbers on a piece of paper or info I hope the don't do fraud as I had my identity stolen before

  Business response

  06/27/2022

  Good Afternnon *************** regarding complaint ID ******** after speaking with our sales consultant and manager we have found the allegations stated by this customer are false. As the customer was looking to pay cash his social security info was not needed for the sale please note also on 4/8/22 at 11:00 am the sales consultant did reach out to the customer  in an effort to earn his business and help him purchase his new truck where he stated that he had purchased from our competitor. At this time we are in the process of renovations but I can assure there are no holes in the walls and our carpets are cleaned on a daily basis. Please ket me know if there is anythin you need. 

  Thank you,

  *************************** *** Ft. Pierce Sutherlin Nissan 

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