ComplaintsforCavender Nissan of Rockwall

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or around Tuesday, May 14, 2024, I brought my car in for evaluation due to "shaking and rattling" issues when operating the vehicle. I informed ********************* in the service department, and I requested for a diagnostic test, however he suggested to opt for a tune up and fuel injection as this would more than likely resolve the "shaking and rattling" problem. The next day Wednesday, May 15, ************ called again for follow up and stated in addition to the tune up and fuel injection, I would also need to replace car fluids, and this would resolve the issue therefore adding an additional $1000 to the bill. On 5/16/24, I was notified that my car was ready, however, **** NOW stated that there may still be some shaking and I would need more repairs. On this particular day, it was raining heavily, and I picked up my car and paid the bill of $2581.00. As I drove the car home on the freeway, I noticed the shaking was still present and to make matters worse, I was swerving off the road in the rain and had to collect my 5-year-old son from school which was extremely unsafe. I immediately contacted **** when I arrived home and informed him that I was in debt over $2500 and the issue was still not resolved. Additionally, when asked if the car was ever test driven, he could not confirm nor deny, if the technician actually drove the car before making or suggesting the repairs. Eventually, he stated he misunderstood and thought he meant that it was shaking when I start the car not while driving. I was not pleased, and I voiced my concerns with him over the phone. As of today August 15, 2024 I received a call from the Director of services ******************* and ************ that my car needed a new engine and it was replaced by the dealership. Additionally, I requested to have the inspection completed on the car since the registration is expired. **************** later informed that the vehicle would not pass inspection due to a converter that needs to be replaced.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a vehicle from here on July 1st. They asked for a payoff to for my existing vehicle at the time as I was trading it in. It has now been a month and 4 days and my vehicle I traded in has not been paid off. Ive gone up there twice requesting assistance and no one has been able to help. I left my name and number and no one has returned my call. Ive called the dealership several times over the course of 2 maybe even 3 weeks and left my name and number to call and no one ever calls me back. I get transferred just to get a full mailbox. Finance department has asked me to come in to finalize paperwork from the initial purchase which I think its an inconvenience as it shouldve been handled at the time of purchase. Ive even came to the office twice to complete the paperwork (when I came in asking for the payoff information) and no one in the finance department has been able to help. Im to the point where now I will be stuck making 2 vehicle payments. I was also charged a late fee on my previous load as there was a promise to pay by a certain date and there was still no payment by the dealership. I want this issue resolved and payment to previous truck loan (and possible future payments) to be refunded by dealership.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've had a horrible experience with this dealership! Just to sum it up, they lie about rates to sink and bait you into coming to the dealership. Make you wait 3 hours each time you step in in-order to exhaust you into making the deal. The customer service is horrible and their sales director is very rude and combative when you question things. I was sold a lemon that had a technical malfunction that I was not informed of until after I was asked to put down ******* money and signed the contract. The issue went from taking 1 day to 1 week to 1 month to fix but of-course no one had the decency to tell me that and I had to **** someone down for a week to hear the true status of the car. Dont try to sell a car that isnt ready to be driven off the lot and if an issue arises that is out of both parties control, the dealership should be trying to do everything they can to retain the customer instead of a week of silence. The lack of customer service, communication, transparency and the mounting lies (and the fact that I wouldnt get the car I paid for until a month and a half after signing) cause me to back out of the deal. I was refunded my deposit amounts which I have attached receipts. Now almost a month later, I am being told by Nissan Motor Acceptance Company that the loan has not been fully terminated because they have not received the payback check from the Nissan Cavender in Rockwall. The same check that I saw ******** fill out in front of me on June 6th. The first payment for the car is due today June 28th and I obviously will not be paying because I do not own the car. However, I am being told that this will affect my credit. I need Nissan Cavender to wake up from whatever slumber they are in and pay back Nissan Motor Acceptance Company the $32,000+ they are owed for the car that is still sitting on their lot. Not sure why it's taking more than 3 weeks to mail a check to NMAC. Please help resolve this matter fully. VIN *****************

  Customer response

  07/25/2024

  Hello BBB. I was able to get this issue resolved thanks to ********************* at Cavendar Rockwall.  She went above and beyond to get this matter resolved and appreciate her assistance. My feelings against the company still stand though, do not do business there.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 11, my wife and I bought a car from Cavender Nissan in Rockwall. We traded a vehicle and paid cash for the difference. At no time did we apply for financing with them. However, my wife and I each received a letter dated April 9, 2024 stating that they are denying our credit application and this information was sent to the credit bureaus. We tried to contact Cavender's directly and they will not return our calls. The only motivation that I can think of is that we told our salesman that we didn't even want to talk about extended warranties and would cancel our deal if it was brought up. The finance manager that did our paperwork was obviously not happy with us. This is only supposition. We just want written verification that this information is false and for it to be corrected with all credit agencies that there is no credit rejection on our records. My wife and I both have over 800 credit scores and can qualify for any credit we desire.

• Initial Complaint

  04/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We were lied to. Multiple people in the room, and I had someone on the phone. The team verbally lied about our APR and wouldnt let us look at the rate on paper until after we left.We were promised a 3.27. We all heard the woman say 3.27 and its a ***** on the paperwork when we got home.

  Business response

  05/29/2024

  The consumer was provided with all of the paperwork and rate information prior to signing and taking delivery of her paperwork. We are not in the business of lying to clients, the client wanted the vehicle and has been notified if they would like to discuss the situation we would like for them to come back in and sit down with us. 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a car in late 2022, it had been totaled in a car accident and I've been trying to get a refund of my service contracts from Cavendar since July. GAP insurance is requiring these contracts to be cancelled and refunded. I've left several messsages with various people at Cavendar and still no return call to date.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  My wife and I purchased a vehicle from Cavender Nissan of Rockwall on 6/29/2023. It has been the absolute worst car buying experience we have ever had. We purchased the vehicle with cash (cashier check) on 6/29/2023. I am typing this message on 9/28/2023 and we have yet to receive our tags and title from them. We have been trying to get answers from them for the last month and a half. No one there can really give us any answers. I have asked to speak with the ** multiple times. I have yet to get an email or phone call from him. There are so many details to this and we have all of the paperwork. We are fairly certain that they sold us this vehicle without having the title. We filed a complaint with the Texas DMV a few weeks ago. They are so backed-up that we have no clue when we will get any resolution from them. We really do not want to *** the dealership but obviously if that is our last resort then we will. I did speak with the **************** Manager today about the situation. This is the first time she has gotten involved. However, due to the amount of people that had not been able to get us answers to this point, we are still skeptical even after that phone call. Please let me know if you can assist us in any way and if you need any further information. Thank you

  Customer response

  10/12/2023

  Hello, I wanted to update you in regards to my wife and I's is*** with Cavender Nissan of Rockwall. We filed this complaint with you all a few weeks ago and nothing has changed. A gentleman named ************************* reached out to me and I spoke with him on the phone a few days after filing this complaint. I was told that "the tag office would have to search their database to find out where the title is located." He stated that this would be done at their home office in *********** and he would "personally go over to the local office" and give them the vin. This was stated to me on 10/02/2023. I have yet to get any updates from anyone. Also, our 2nd temp tag expired today 10/12/2023. We were told that someone would send us an email with the 3rd set of temp tags today. I am typing this email at 2:50 pm cst and no one has sent us that document yet. I messaged a *********************** at 2 pm cst today, the customer service manager who told us that our temp tags would be emailed to us today. She stated that she would pass my message onto *********************, the gentleman who sold us the vehicle, and "management" (not sure what that means). No assurances from her that we would get the temp tags emailed to us as was promised by her though a text message on 10/03/2023. So as literally every single person we have interacted with there at Cavender Nissan... NO ONE can keep their word. Everything is either half fulfilled or they just don't do it. Also, we continue to hear the same thing... "We will check with accounting". I was forwarded a screenshot from ***** showing an email that was sent from a *************************, title is "DMV Title Manager", on 9/29/2023 to an email address ******************************** The reply from that email address stated "please allow 3-5 business days for the titles team to review the request and send it." No one follows through. No one has any kind of urgency. No one can ever give us any REAL information. We will give them a few more weeks and depending on the progress and the information we are presented, we may tell them to take the vehicle back and give us a full refund of $30,500. If they do not comply with that request, then we will have no other choice but to *** them. At this point, we purchased the vehicle on 6/29/2023... We should have had the tags and title for sure the beginning of August... *** it has been 2 1/2 months since they LEGALLY were required to give us the tags and title. We have been MORE than patient with them. Please let me know if you need any other information and/or any other documentation. Thank you

  Customer response

  10/14/2023

  Cavender Nissan did not send us the 3rd set of temp tags as they had promised weeks ago. I had to reach out to them... Complain once again... Then I was sent dealer temp tags. I have a picture of that attached. It doesn't even have the vin or my wife and I's names on it. Also, it clearly states that "do not issue dealer tags to retail buyers." So I had to contact multiple people yesterday informing them that this is unacceptable. So FINALLY after months of dealing with this... Delano the General Manager calls me. He tells me that in order to send us the TRUE temp tags, I will need to sign a document and send them proof of insurance. I was not asked to do this for the previous 2nd set of temp tags we received back in August. So I stated that to him... He proceeds to tell me "Legally the *** needs that form filled out." So I said to him "Oh is this the same people that says legally we are supposed to have the title in about 30 days?" He responds with "I am not going to discuss the legalities of it." In another part of the conversation, he states that Nissan has not released the title to them and that "Since this was a lease, Nissan still owns the vehicle." So once again, clear information showing that they sold us a vehicle that they did not have in legal possession. In addition to ALL of this information... Delano numerous times on the phone call tells me to "be patient", many "buts" after explaining THEIR side of the situation and he even at one point told me to "be considerate" when it comes to someone coming out to us to bring the 3rd temp tag paperwork that we need to sign. It was an unbelievable phone conversation. They told us that the person could bring us the paperwork at 2:15 pm yesterday. We were told that around noon yesterday. So in the middle of a work day, it is OUR responsibility to make time for them... So crazy. I told them that 4 pm would work better for us. Then that's when ****** told me to "be considerate" of the driver and that they would bring the documents around 2 pm and drop them off at our apartment leasing office. He stated to fill it out and have a proof of insurance document available. Then they would send someone out to us again today (Saturday 10/14/2023) and pick-up the signed document and the proof of insurance. They will send this to the *** and ****** told me "hopefully they will send us the temp tags within 30 days." So to recap this recent information... We were once again lied to and they continue to drag their feet with this whole thing.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I purchased a vehicle ande traded in a car on September 01, 2023, as of today September 14th, 2023 , the trade in has not been paid. The loan is accruing interest and it is still under my name. The sales person or finance manager has not returned any of my calls. I feel like Im being scammed! At this point I would be more than happy to return the new vehicle and get my old one!

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  made a trade in transaction, trading in my 2006 ***** accord Ex color black to the dealership and a check for $12,000 ( check # *********) in exchange to purchase a 2014 infinity Q50 sedan color light blue. there was issues with the car as soon as we brought the cra home taht made the car unsafe such as, check engine light came on , an electrical issue with the car including the radio and bluetooth nit functioning, the breaks were having to be floored in order for the car to come to a complete stop, you can hear the brakes scrrech that can be heard, the e-break would not hold the vehicle, and then a large puddle of oil leak coming from underneath the car after it was parked.Contatced the dealership in order to let them know what was going on and to return the vehicle and trade in and check back. the dealership did allow the return of the car purchased for the trade in but did not return the check for $12,000. and when i contacted the bank, the alerted me to that the check had already been processed.

  Business response

  08/07/2023

  Verification of a refund check is in process at this time.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We traded a car in April 8 on a new car. As of today (05/01/23) the other car has not been payed off. We have called and left messages for the general manager to call ** and no return calls, the salesman will not even return our text messages now. We are having to make interest payments on the loan and will have a car payment due on 05/08/23 on a car we no longer have because they haven't paid it off yet. We will be seeking legal action soon on this matter.

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