ComplaintsforKerry Nissan, Inc.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have attempted numerous times to reach someone to cancel my bumper to bumper warranty and receive a refund. I was informed I had to contact the dealership directly to have this occur but I was told each time I have contacted that they notated the lack of return call and someone will call me. No one has yet to return my attempts to reach someone for this to be completed. I have tried numerous times throughout this year to have this accomplished. No one returns my calls or attempts via the website.

  Business response

  05/02/2024

  We just spoke with ******* ******* to resolve the issue, and realized her warranty contract has expired due to mileage so there would be no refund amount. We are very sorry for the communication issues, If you need any other information the correct # to call is ###-###-#### EX ****.  That takes you directly to the ** office.  We appreciate your business!

  Business response

  05/02/2024

  We just spoke with ******* ******* to resolve the issue, and realized her warranty contract has expired due to mileage so there would be no refund amount. We are very sorry for the communication issues, If you need any other information the correct # to call is ************ ** *****  That takes you directly to the FI office.  We appreciate your business!

  Customer response

  05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  

  He finally called. If they would have called when originally asked, I would have been able to complete the task. But now there was a delay, I am not able to. I missed out due to their negligence but no resolution was offered.
  
  Regards,
  
  ******* *******
  

  Customer response

  05/02/2024

  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. 
  

  He finally called. If they would have called when originally asked, I would have been able to complete the task. But now there was a delay, I am not able to. I missed out due to their negligence but no resolution was offered.
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  P purchased a **** ***** ******* from Kerry Nissan on July 28. I was interested in 3 cars but was definitely pushed to purchase the *******. July 30 the check engine light came on and it was a bad catalytic converter. The dealership replaced the converter, but did not check the car to see what had caused it to go bad. Not a month later the car started having all sorts of engine problems and it turns out the catalytic converter was already ruined. The car turns off while you are driving it and you lose power steering. It is not only not a working vehicle, but dangerous as well. I tried to trade the car in and was told it was only worth $8,000 in its current condition which is the exact condition it was sold to me in for $18k. I have had to have it towed 5 times, and it has either been in the shop or in my driveway since I purchased it. Kerry Nissan is not only rude when I have tried to get help from them but they have lied to me and tried to use my car buying ignorance as a tool to swindle even more money out of me. I want a different car at best, them to fix the broken car they sold me, and at the very worst just to warn others not to do business there. Reading the reviews for them they often respond aggressively to anyone leaving poor feedback and I have seen reviews saying that the dealership had offered them special deals to remove negative feedback. They did not put my engine cover back on my car when I had it towed from them this last time and they had my ecu (cars computer) just resting on top of the engine block and when I asked them if they had the bolt for that to put it back in place they argued with me telling me they never would have removed it. I didn't remove it and it was in their shop. I have spoken with the sales manager, a service manager and a general manager. I may have no leg to stand on as it was a used car but I believe they cleared the code and pushed me into that car to get it off the lot. I at least want to warn others.

  Business response

  02/22/2024

  We have already addressed this consumers concerns, We sold this vehicle after a Used car inspection and we did all recommended work needed, this is a 7 year old vehicle with almost 100k miles, its going to need maintenance as the vehicle ages. We did replace the converters at no cost to consumer in the name of customer satisfaction, the vehicle was only throwing a catalytic converter code at that time. we did what any shop would have fixed what was broke,  There was no indication at that time anything else was wrong with the vehicle. The consumer has been to several different shops and talked to several people that have give there thoughts on the issues and it has caused confusion.  When the vehicle left our dealership it was in good working safe order.  

  Fast forward 6 months and we become aware there is still issues, and I spoke with this customer yesterday and reviewed all work done, and offered assistance to resolve all issues, the consumer is getting the vehicle towed to us and we are going to relook at the vehicle to address all concerns.

   

   

  Customer response

  02/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I have attached a summary of events since the purchase of the vehicle showing neglect on customer service as well as car care. I also mention a few times where I think they were not playing straight with me regarding my car choice, my monthly payment amount and my application recently for trade in. 
  
  Regards,
  
  ********* ******
  

  Business response

  03/04/2024

  I am not sure what all the confusion is, we offered to get the vehicle here to resolve the issues, We explained the process to diagnose and find the fix the the problem, if there is confusion regarding the process to repair the vehicle, we would be more than happy to explain it again.  it is not our shop practice the repair process's, it is how all vehicles in all shops are diagnose and repaired. We offered to have the vehicle towed in, but the customer communicated they have free towing and would get it here and let me know when its on the way and we will get right on it. We want to resolve this in a fair manner for both parties. Please let us know when you can get vehicle here so we can take care of it.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a letter from Nissan North America, Inc., referencing NHTSA Recall *******, telling me that my Nissan Leaf had a defrosting and defogging system problem identified by my VIN. I scheduled my Nissan at Kerry Nissan on June 28th and brought it in for the recall notice. I left the vehicle with them, and they called me and told me that there was no recall for my vehicle. I told them about the letter identifying my vehicle, but they told me that was a general letter of recall sent out to all owners and that my vehicle didn't have any recall work that needed to be done. They were very nice and gave me a checkup for my vehicle for free. I am very confused. It seems like the Nissan North America HQ should not be sending out letters specifically identifying the vehicles that need recall work if they don't need recall work. I'm sure that the local Nissan dealer knows what vehicles need recall work and which don't, so why doesn't the HQ office know that? I would like the Nissan North America HQ to find out why its recall notices that are sent out to the customers do not reach the local offices. It is a mystery why a HQ would know that a car identified by VIN for recall and the local dealership would not. Somebody dropped the ball on this big time!

  Business response

  06/29/2023

  I understand your frustration, I did double check in our system today and I attached the printout showing your vehicle has no open recalls, I also reached out to Nissan to have them double check in there system and attached the screenshot showing the same thing, as for why you received a recall notice the explanation Nissan gave me was that they go out to all owners and it directs you to check with your local dealer to see if your vehicle is affected.  If you want to discuss further I would recommend you contact Nissan consumer affairs, the # is in your owners manual. I appreciate your business, and Kerry is here for any future needs.

  Business response

  06/29/2023

  I understand your frustration, I did double check in our system today and I attached the printout showing your vehicle has no open recalls, I also reached out to Nissan to have them double check in there system and attached the screenshot showing the same thing, as for why you received a recall notice the explanation Nissan gave me was that they go out to all owners and it directs you to check with your local dealer to see if your vehicle is affected.  If you want to discuss further I would recommend you contact Nissan consumer affairs, the # is in your owners manual. I appreciate your business, and Kerry is here for any future needs.

  Customer response

  06/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  

  Customer response

  06/29/2023

  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. 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a used **** ******* ****** from Kerry Nissan in Florence maybe 4 months ago. As of this past weekend, the check engine light is on and blinking. I took the car to an independent shop, because the dealer told me they couldn’t get me in until August. Said independent shop advised me that there is a class action suit that has been filed against Hyundai for this particular car and this exact issue that I’m having. He told me basically that the car needs a new engine. The car is misfiring and will not accelerate over 40 miles per hour. Shop owner stated that it was his belief that the car has had this issue for a while. He believes that the car was sold with the knowledge of the current issues/class action suit. In an attempt to settle this with the dealer, i talked to the service manager and I was told that they could get me in June 12 but if I wanted to drop the car off, they could possibly get to it sooner. This is not an option for me as I would be without a car and a way to work.

  Business response

  03/09/2023

  We understand your concerns, after we spoke yesterday, we added you to our loaner list and as soon as we have a loaner car avalible we will get you in and get your car repaired.  Hyundai has a national backorder of some parts that is needed to comlete the job, and like all dealers we have a waiting line 25-50 deeep, We will do our best to get you in asap.  I also offered trying to help trade in vehcile for a new one, but the comsumer thought that is not best option as of now.  We will keep in touch and get this handled.

• Initial Complaint

  03/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 26, 2022, Kerry Nissan Florence did not honor the agreed to price, trade-in value, or financing that had been signed and communicated via multiple emails. In October 2021, we placed an order for a 2022 Nissan Pathfinder and provided a deposit of $500. The vehicle was scheduled to arrive between November 14 and December 14 and at the time 0% for 36 months was being offered. We also agreed to a trade-in value for our 2019 Kia optima of $600 less than what ****** was offering whenever the vehicle arrived. Over multiple emails, all the above was confirmed including financing of 0% for 72 months. When we arrived to purchase the vehicle on March 26 after four months delay, The price went up by approximately $700, the trade-in value offered by Kerry Nissan was $2900 below ******* and financing was offered at 2.7% for 72 months. Everything agreed to via previous communications with ***** were not honored. The total cost increase to us is approximately $3000 plus the cost for financing.

  Business response

  03/28/2022

  To whom it concerns

  I reviewed all of the communications, and we took a deposit on an incoming unit, that gives you 1st right refusal once that unit comes in, yes we talked preliminary numbers, but the price of the vehicle cannot be determined when it is not even built, also what financing offers or incentives the manufacturer offer are based on date of sale. In addition the worksheets we use to collect information and discuss preliminary numbers clearly has this disclaimer at bottom by the dealer and customer signature.

  "By signing this authorization form, you certify that the above personal information is correct and accurate and authorize the release of credit and employment information. By signing above, I provide to the dealership and its affiliates consent to communicate with me about my vehicle or any future vehicles using electronic, verbal, and written communications including but not limited to eMail, text messaging, SMS, phone calls and direct mail. Terms and Conditions subject to credit approval. For Information Only. This is not an offer or contract for sale."

  Business response

  04/20/2022

  I have reviewed all of the communications again, the customer is and was trying to dictate how his deal was going to go, if you look at all communications, the customer was asking and trying to confirm information that we could not because the vehicle was not in stock yet or even built at the beginning of this process.

  We took a deposit on an incoming unit, that gives you 1st right refusal once that unit comes in, yes we talked preliminary numbers, but the price of the vehicle cannot be determined when it is not even built, also what financing offers or incentives the manufacturer offer's are based on date of sale. In addition the worksheets we use to collect information and discuss preliminary numbers clearly has this disclaimer at bottom by the dealer and customer signature.

  
  "By signing this authorization form, you certify that the above personal information is correct and accurate and authorize the release of credit and employment information. By signing above, I provide to the dealership and its affiliates consent to communicate with me about my vehicle or any future vehicles using electronic, verbal, and written communications including but not limited to eMail, text messaging, SMS, phone calls and direct mail. Terms and Conditions subject to credit approval. For Information Only. This is not an offer or contract for sale."

  When the vehicle came in we notified the customer, to finalize the terms, and the customer would not discuss anything but the preliminary #'s that was just an estimate. 0% was never offered, that came from the customer, the trade value was either what we offered or what CarMax offered, customer's choice on what offer they would take for the trade in, and the Price of the new Nissan was based on the MSRP when the unit came in.

  Customer response

  04/21/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** ****

  The response from Kerry Nissan is not surprising--they cannot even recognize or want to recognize their dishonesty which must be a pattern of their ethics.   
  

  Restating in an email of what was discussed and and agreed to at our meeting is not uncommon in the business world.  In my business, if I received an email from a customer that was not the agreement we discussed, I would respond immediately to that party.  The same for the other 1000+ employees at my company.  

  Although concerned about how Kerry may  handle the comments from **** that were recorded, if you listen to the voice recording from the day we went to pick up the vehicle, it is pretty clear that ****, the sales person we were working with, agreed that the price for the vehicle, the financing and the agreed to offer for the trade-in had changed and were not what was communicated over the entire time we were waiting for the Pathfinder.  
  

  Referring to the price of the vehicle when it hasn't been built yet is also interesting as when we signed the original down payment form in October, they indicated the vehicle would arrive in mid-November.  They checked their "inventory sheet' as we were also considering a Pathfinder with leather seats and they said that the only thing they had in was an SV with cloth.  That would indicate they had a vehicle already, or again, they were not telling the truth and wanted us to believe they had a vehicle for delivery in the next 4 weeks so we would not go elsewhere 

  I believe we were quite accommodating when we found out the weekend of Thanksgiving that the Pathfinder was not going to arrive until February.  There was never a mention at that time that the price, financing or trade-in would change.  

  Net . . . communicating an agreed to value for the Kia trade-in and financing is good business . . . it happens every day.  There were plenty of email opportunities to disagree with our communications over the course of five months. Period.  ****** and **** are dishonest and unethical individuals and shame on them for making "Nissan" have a bad name. 

  Bottom line, our thought of going through BBB would eliminate the high prices of attorneys' fees and court costs.  The money they refused to honor on the trade-in is just a few hours of attorneys' fees and costs for depositions and the like.  

   

• Initial Complaint

  02/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bought a car and haven’t got the title for 4 months I’ve been on 4 different temporary tags and no one has any answers

  Business response

  02/07/2022

  ****, we are sorry this is taking longer than anticipated, the vehicle you bought was owned by a NY resident and was traded to us, we had to payoff that consumers loan, to get the title released from the bank, (which we did).  You purchased the vehicle on 10/2/21, on 10/19/21 we where advised the title and lien was released and in process to us from the lender and NY, so we could assign title to you as new owner.  The lien release came but the title did not, we contacted new York and for some reason the request to send title was rejected, and they advised us to order a duplicate title. We did put that request in.  As of today 2/7/22, the Department of motor vehicles in NY has verified that they have our request and they are backed up we will have your title within 27 days.  Once we receive it we will expiate getting the title to you. If you need another temp tag in the meantime we will provide one.  We have record of all correspondence with the lender and  NY, and want to get this completed as fast as possible for you.  I will stay on top if it myself.  thanks Shea B GM 

• Initial Complaint

  11/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was buying used car at Kerry Nissan Florence Kentucky 12 days ago. The agent didn't tell me anything about the car issues. And when I'm asking about the warranty. He said if *anything* happened for the car you have one week to bring it back. I was coming a second day to fix the car ( power steering. Service stabilitrak. The car not starting some time. The car stopped in the high way in dangerous situation. The screen turn in and off the gear level and transmission are bad...etc ) i trusted the agent Because that my first i buy something with a payment but they was laying to me specially when I signed the contract i was a hurry up for test school because i was waiting more that 3 hours to finish the procedures. They don't tell me you don't have warranty then they give me really bad estimations for my ex car accident 300€ . I was coming 3 times to this agency to found a solution. The first time i was waiting 3 hours in maintenance services to fix it but when we test the car it was good but after 30 minutes with driving the problem still persist then they said come Monday to change the tires. The second time i was notified the supervisor about the dangerous situation i had in the high way I lost the contol from the steering wheel because of the technical issue in the car. He said come Monday i will talk with bank to change the vehicle. I Did but Finally after long time for waiting they give me paper for a reference friends because the bank need this informations i said i have to change vehicle first before to do anything but the agent responded you have to do that first and we will see what we can do for another option i said ok . After that the supervisor tell me sorry I was thinking you coming to change the tires today i said noooooo you tell me come to change the vehicle. So now please help me to cancel the contract and get my ex car back and my down payment 2000 € too please I don't like to do business with this company anymore thank you for your help

  Business response

  11/22/2021

  ************ ***********,

  We have no problem taking the **** ***** back and unwinding the deal, We will refund you your down payment and trade back vehicles.  We stated this to you when you came in to advise us you had issues with your vehicle.  Your satisfaction is our #1 concern.  We are sorry service could not find find or diagnose the issues you are stating with the *****.  Please stop in within the next 24-48 hours and we will have your **** ****** ****** pulled up for you.  Please bring both keys to the ***** when you come. Again sorry this transaction did not work out, we appreciate your business.

*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. ↩