Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im reaching out in the hope that your team might be able to assist with a persistent and frustrating issue involving my Nissan Murano.For some time now, my vehicle has been experiencing a recurring water leakage problem, leading to water entering the interior of the car. Despite multiple attempts to address this issue, including visits to dealerships and independent repair shops, no one has been able to identify or resolve the root cause effectively. This situation has not only caused inconvenience but has also raised concerns about potential long-term damage and safety risks.Ive followed all the recommended procedures, including inspecting seals, drainage systems, and more, yet the problem persists. I believe this situation requires further attention and possibly an expert investigation that can provide definitive answers and a lasting solution. Includinhg a repair that cost $13K that I am not even certain was completed since issue persists. We have two young kids 5 and 4 and the carpet continues to grow mildew and mold due to the water intrusion. One kid who is prone to allergies which is very nerve wracking to know I am driving my kids around in mold!Given your reputation for solving consumer issues, Im hopeful that you can help bring clarity and resolution to this matter. Im happy to provide any additional details, documentation, or photographs of the issue if needed.Please let me know if this is something your team can assist with, and if so, how we can proceed. I truly appreciate your time and consideration. I have tried to contact Nissan Corporate and they said there is nothing that can be done. Thank you in advance for your help, and I look forward to hearing from you soon. See some photos attached from the last 5 times it's been at the dealer! I am sure you get a lot of these request just hoping you can help I am at a loss. Best regards,******

• Initial Complaint

  Date:09/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

  Thank you for the quick reply.  I registered and insured the vehicle, in addition to purchasing the Caregard extended warranty in my name.  I contacted the dealership on behalf of my then19 year old son because he is not versed in handing business disputes. The explanation of a misquote and a mis-informed Caregard employee is insufficient.  Illconsider the complaint closed once Kelly Nissan facilitates the balance payment to me from ********.  I am still very concerned about how the accounting error occurred and that no documentation or an explanation have been provided.  

  Thank you,

  *********************

   

  r ***********************, who stated that CAREGARD misquoted the refund amount.I am respectfully requesting assistance from the BBB to determine the following;1. How the discrepancy occurred from the quoted refund amount. 2. Why Kelly Nissan of Woburn did not provide me with written documentation from CAREGARD explaining the discrepancy.3. Why Kelly Nissan is not investigating this accounting error, as CAREGARD is their preferred, contracted vendor for vehicle warranty policies for their customers. ********************** should be more concerned that their vendor is misquoting Kelly customers.4. I believe this request falls outside the CAREGARD Alternative Dispute Resolution Clause, as this is an uncorrected accounting error. 5. I believe that this uncorrected accounting error is now consumer fraud. I am requesting BBB assistance in securing a refund of $312.36 from Kelly Nissan of Woburn and an explanation for the above. I am not seeking an apology.

  Business Response

  Date: 09/17/2024

  *************************** is not our customer as it was his son ****** who purchased the vehicle and we have not heard from ****** since August 29th, 2024 at 12:26pm which ****** thanked us for looking into this discrepancy for him. We were contacted by his father ****** on August 29th, 2024 at 5:50pm requesting assistance with this clerical error on behalf of the warranty company Careguard. We responded to this email at 6:24pm on August 29th and requested ***************** to contact our General Manager *********************** the following day to discuss the situation. We have not had any contact after that so we assumed the customer accepted the results of the clerical error. We would be more then happy to assist in any way we can and will call Careguard to see if they are willing to assist in any way. Attached are emails showing correspondence. 

  Business Response

  Date: 09/18/2024

  We have contacted Careguard and found that the refund error was done by a *** from Careguard who has since lost their job over this incident. Careguard has offered to send us the difference of $312.36 and a check will be issued and mailed today. 

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  My transmission was broken three days before the fluid change was performed   If they look at the transmission they will see that it wasnt due to the wrong fluid. I have complained about my transmission performance in 2023   They saw nothing wrong with it      

  Also the business is ignoring what Ive told them about how the transmission being broken prior to the fluid change. I didnt drive the car after the change because it still didnt work. I dont know why that fact is being ignored. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 07/30/2024

  So sorry to hear about the transmission issues that you are having. As a dealer we do not approve warranty work, as warranty approvals come from Nissan as the manufacturer. From what I understand they would not approve this under warranty due to the vehicle having the wrong transmission fluid which is why we strongly recommend only servicing at Nissan dealerships not independent shops. We will certainly diagnose and repair the replacement transmission since the new one that was replaced is warrantied for a period of time. We would also be willing to provide a loaner vehicle during this repair. Again we are sorry that there is an issue with the new transmission as that last thing we want is customers having to return after repairs are completed with ongoing issues. 

  **********************;

  General Manager

  Business Response

  Date: 08/01/2024

  The customer traded in the vehicle in question for a brand new 2024 Nissan Altima on the evening of 7/31. If the customer is satisfied I believe this case can be closed. Thank you.

• Initial Complaint

  Date:04/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******************* three files:kelly.jpg - The original receipt from Kelly showing the price of the "2 D0206-3TA0CNW ROTOR DISC BRAKE FRONT" that were installed.kelly2.pdf - Brought the car back to them on 3/14 after noticing noise caused by defective rotors, incorrectly identified the problem twice as "REPLACE DRIVER FRONT AXLE AND AXLE NUT".superior.jpg - Brought the car to a trusted mechanic to review their work, he was able to fix the problem without touching the axle, and noted "Replace defective front rotors as needed. Recommend returning defective rotors to dealer for refund. (in trunk)"

  Business Response

  Date: 05/06/2024

  Spoke with customer and agreed to give customer back $379.62 which customer told me that he would be satisfied with that agreement and would remove BBB complaint as well as ****** review. 

• Initial Complaint

  Date:10/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not heard from the business in response to my complaint. in a NAPA box . I doubt they had to wait for ****** parts when you can purchase easily at NAPA. Not having much trust with Kelly Nissan of Worburn ,I had my mechanic check their work. According to him, the rotors on the front were not repalced,but possibly resurfaced. My mechanic is a well repsected trustworthy man in my community with decades of experience. Kelly Nissan of Worburn/service manager insists they did repalce front rotators. He refuses to reimburse for the rotators, so that I can have them replaced by my mechanic.

  Business Response

  Date: 11/15/2024

  I apologize for the delay in responding as we stumbled upon this complaint and saw that it was not responded. Please let us know if this was rectified and if not please let us know what we can do to assist in making this right for you. ***** ****** General Manager ************ ************************************

  Customer Answer

  Date: 11/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I will be satisfied when they compensate me $400 for the replacement cost of the rotors. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********