Complaints
This profile includes complaints for Star Nissan's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/15/2025
Type: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.
Dear BBB/Nissan ,On November 25, 2024, I brought my 2017 Nissan in for an oil change and inspection at ****** miles. The oil change and inspection were completed. At that time, the service *** stated that the car was in good condition and recommended only fluid changes and no suspension work. This car is mainly used on the highway for college and the grocery store. March 1, 2025: I was driving, and while in Costcos parking lot, the ball joint completely failed, breaking the cars axle and disabling the vehicle at only an additional ***** miles; ****** miles. On Monday, I spoke with the service manager, who stated that the suspension should have been recommended to be changed at a minimum and that they should have seen the same issues by checking that part. The service manager stated that they might be able to give 50% off on the work, but they would have to ask the service director, who was out until ******************** manager initially acknowledged that the issue should have been identified during the inspection and offered a potential 50% discount on ***airs, pending approval from the service director. The service director, **** *., later denied any oversight, claiming that ball joint failure can happen suddenly and unpredictably without showing any wear and tear??? He was hostile, questioned my knowledge, and accused me of trying to avoid paying a large ***air bill. He was unwilling to accept any responsibility on your service departments part for missing what could have been catastrophic, where your service manager did express this. An inspection said that all was good, and then 2600 miles of driving later, having a complete failure of the ball joint, breaking the axle, and disabling my car should not have happened. Most likely, the maintenance *** ***laced the oil and didnt inspect the ball joint. How else can you explain a complete breakdown of the ball joint after receiving a green light with an inspection just 2600 miles earlier?
Business Response
Date: 03/17/2025
To whom it may concern,
Regarding your vehicle's suspension and recent service visit, I can confirm that it was inspected during your oil change five months ago and found to be in satisfactory condition.
While the mileage on your vehicle since then is relatively low, the length of time between visits is too far. However, it's important to note that even new cars can be affected by road conditions.
As for the rust you mentioned, it's common on vehicles in the ******* due to the use of salt and road brine. This surface oxidation does not necessarily indicate a mechanical issue with the suspension.
I assure you that it is in our best interest to identify and recommend any necessary repairs when you bring your vehicle in. However, we cannot and will not fabricate issues that do not exist. There was no issue with your suspension five months ago, and therefore, I cannot offer a $2,300.00 reimbursement.Initial Complaint
Date:02/21/2025
Type: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 brought my car into Star Nissan on 2/3/25 to ask if the software for my A/V unit could be updated. The unit is fully functional with no issues at the time except I could not update the software using the over the air option. The person who checked me in was ****** *****. They said they would check and gave me a quote and told me it would take an hour. They also told they would not charge me if it could not be updated. I called back after an hour and was told it's taking a little longer and that they're working with Nissan over the phone. After another hour or two I called back and was told that the unit kept rebooting after they installed the update and is not functional. They gave me a rental car and told me they would update me. I was not informed of a possibility that the unit could break or be deemed non-functional, nor was I asked if they should proceed with trying to update it given the risks of possibly bricking it; they went ahead and did it without first consulting with me. To make matters worse when I called back days later they made a false statement that I told them to "just update it" which is untrue. In reality had I known that the update could break it I would not have consented to the update. They told told me the only fix is to replace the unit which would cost over $2,000 which I declined. I believe the dealer did not practice their due diligence and should have notified me of the risks involved with the update and asked if I would like them to proceed with updating the software knowing said *********** (2/21), I spoke with their director whose name is **** and explained the situation. He said that he would not replace my AV unit (radio) but offered to install it for free if I paid for the unit out of pocket which he told me would cost me about $1000.Business Response
Date: 02/23/2025
To whom it may concern,
The guest brought his vehicle in and requested an AV software update if one was available.
Our tech gained access to the vehicle and found that an AV software update was available.
The technician initiated the update and started having software issues halfway through the update. The *** stopped the update and the vehicle went into a fail safe mode.We tried several different options including contacting technical assistance and all options failed.
We cant confirm the radio was in working condition when the vehicle was brought in but also cant guarantee that audio updates will always work.
We let the customer know that we would install a new audio unit and cover the labor. We would sell the customer a new audio unit at dead cost which is less than $1,000.
The customer declined and instead, opted to file a bbb complaint.
If the customer doesnt agree to us paying for the labor and the customer buying the new unit at dead cost, there is nothing more to discuss.
Customer Answer
Date: 02/24/2025
Complaint: 22973938
I am rejecting this response because:Their technicians had full access to the vehicle and could've tested if the unit was fully functional which it was. I have attached a screen of the display when it was fully operational. The techs knew or should've known that the update could be break the unit and in fact I spoke to one of the employees who has worked on updating an AV unit previously and has seen a radio break during the update process. He told me he would've notified the customer first about the possibility of bricking the unit and asked before proceeding. This was not the case with me. ************ did not practice due diligence and did not notify me of said risks prior to performing the update. I would not have approved the repair had I been warned of this possibility . They should be held responsible for fixing the unit that they broke.
Sincerely,
****** **** *******Business Response
Date: 02/25/2025
To whom it may concern,
This vehicle was a lemon and was a buy back due to the audio unit being faulty. I will not go back and forth with the client. Purchase the radio at dead cost and we will install it at no cost.
Customer Answer
Date: 03/01/2025
Complaint: 22973938
I am rejecting this response because:Again, I believe it is the business's responsibility to alert the customer of any possible issues that may be encountered (and the technicians knew this could happen) before proceeding with a repair, or in the case a software update. Had this step been done, I would not have a broken radio because I would not have gone through with the update.
Sincerely,
****** **** *******Initial Complaint
Date:07/16/2024
Type: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.
Initially, I went in to test drive a vehicle that was not the right fit. They found something else not listed on their inventory but had just "passed" their inspection and was auction-ready. The test drive revealed issues with the bearings but nothing else. The financing worked within my budget so we went ahead with the sale.They aggressively pushed the paperwork through without explicitly mentioning the specific issues. The inspection report they gave me was grainy and difficult to read. I did sign the as-is and the warranty waiver (which wasn't even necessary since it was 133k mileage). However, they did not mention a word about the state warranty.Now that I'm recalling the details, I don't think they even asked for any insurance documentation or other things like bills, invoices, or paystubs.A day or so later I took it to my mechanic and they discovered severe transmission issues that would need a stop-gap repair (step motor) or a completely new transmission. They recommended I return the vehicle or bring it back for a trade. Star Nissan has a "15-day promise" that if it's not to your liking or something you would be able to bring it back for a trade. What they didn't make explicit was they meant trade UP. After factoring in the payoff amount I would have to pay them upwards of $2k just to trade-in the vehicle.They said I could not return it and that I was not able to trade it in at another Berman location. (Learning this only after going to a different Berman branch). So I ended up driving BACK up to the Star lot and found another vehicle I liked, but they said they would only consider it as long as I had a co-signer.So, I brought in my mother as a co-signer and they didn't want to include me on it, just run the application with her credit info. Anyway, they kept pushing a new vehicle, they offered a lease on a new vehicle but only if my credit wasn't included. But it has to be since I would be the one paying and driving. So we left. I'll figure it outBusiness Response
Date: 07/17/2024
To Whom It Might Concern
We have been in contact with ************** and even though he signed that he's buying the vehicle as is we gave him an option to return the car. We will buy his contract from the bank. We are waiting for him to come in.
Thank you
Customer Answer
Date: 07/29/2024
Complaint: 21998744
I am rejecting this response because: I did return the vehicle but I have yet to receive my $1700 returned down payment.
Sincerely,
***************************Business Response
Date: 07/29/2024
Hello,
since the down payment was made using a card we refunded the card we have on file.
Initial Complaint
Date:01/08/2023
Type: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 was on medical leave starting May 18, 2022 My job was terminated on November 15, 2022 I have been calling Nissan for months and explaining my situation.I was told to speak to ****************************** and this department puts me on hold and never returns to phone.Business Response
Date: 01/09/2023
If i can get a little more info on this. Was or is the car in our service ****** Has the car been repossesed ?Initial Complaint
Date:11/02/2022
Type: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.
They didnt respond or offer me a solution (Spanish)Business Response
Date: 11/12/2022
I would like to hear more about your issue, I can be reached at the store all day on Monday or if you have a number i can contact you as well.Initial Complaint
Date:10/17/2022
Type: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.
Purchased a car, was told that we had bumper to bumper warranty. But was not told that we had to purchase it. Found in the finance documentation that they added $3600 for additional service contract. Very sneaky way to do business. If we had known this probably would not have purchased the car.Business Response
Date: 10/18/2022
We have started the process to refund the customer's warranty. Customer agreed she purchased it however it will be cancelled today.Initial Complaint
Date:10/13/2022
Type: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 purchased Nissan rogue 2021 December 28 2021 This past September 2022 the rogue has a engine service light A took the car to the dealer at star Nissan They said something is wrong with some sensors they ordered the part but I have more than 1 month waiting for a call from service department about this issue They didnt offer me a rent car so I can leave my in the dealer they said I can keep driving the rogue. I call *** Nissan to make a complaint they didnt resolve nothing they call me sometimes just to said the part is not delivered yet. I want a solution from *** Nissan and star Nissan.I buy this rogue brand new 000 miles I spent a lot of money to this dealer They didnt replace the car for another one and they said NO For the solution I want I ask them if you not going to replace a car for another new At least you can do is extend the warranty from ****** To ******* Bumper to bumper Because if is already give me mechanical problem and its brand new Imagine in the future. Some one who can contact me Spanish from *** NISSANBusiness Response
Date: 10/17/2022
*****************,
We had to special order a part for your vehicle. Unfortunately, there was a delay in acquiring the part through Nissan; however, I am happy to say that all parts have now arrived and we will be contacting you to schedule a time that best works for you. All repairs will be covered under the manufacturer's warranty and we can provide a vehicle for you to use while your vehicle is with us for service.
We do apologize for the inconvenience and look forward to repairing your vehicle asap.Customer Answer
Date: 10/21/2022
Complaint: 18208459
I am rejecting this response because: The car its new to start having problems with the gasoline sensors and checking engine light I was driving the car with the issue for weeks waiting for the parts to arrive the dealer said it was okay to me to drive it but I sure it was not okay the issue would cause problem with my car in the future. My solution and I think is fair that Nissan and star Nissan o secure the Nissan rogue with extended warranty from ****** to ******* miles
Sincerely,
*********************************Business Response
Date: 10/28/2022
I would reach out to Nissan consumer affairs again and ask for a Spanish agent. We can not extend the Warranty as this must come from Nissan ***. *************
Initial Complaint
Date:08/02/2022
Type: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 purchased a vehicle at Star Nissan BY CASH. They asked for my SSN, claiming it's just for a background check and there won't be a hard inquiry. However, I found on my credit report a hard inquiry by them, the reason is "auto loan". To the very least, they are dishonest; it is also possible that they are using my credit to get a loan for someone else. Either way, this is not acceptable.Business Response
Date: 08/03/2022
At no time was the customer informed that it would be a soft inquiry to his credit. Customer agreed to have us run his credit in order to purchase a car. I am truly sorry for the misunderstanding. We have a signed credit application by the customer giving us permission to run his credit.Customer Answer
Date: 08/03/2022
Complaint: 17660990
I am rejecting this response because:I asked explicitly what they use my SSN for and whether there would be a hard inquiry. *************************** said it's background check and would be a soft inquiry. Besides, I am paying cash, not applying for lease or loan. Hard inquiry is unnecessary and problematic.
Sincerely,
Hengrui ZhangBusiness Response
Date: 08/05/2022
i appreciate your input, however we have a different version of the situation. I wish i could be of more assistance, but the salesman claims he never used those words.
Customer Answer
Date: 08/08/2022
Complaint: 17660990
I am rejecting this response because:
Sincerely,
Hengrui *****
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