Consumer complaint received 2025-09-07 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: NY

Complaint narrative:
I never received any notification from Nissan that my vehicle was in danger of being repossessed. Prior to my vehicle being repossessed on XX/XX/XXXX, I received a regular statement in my e-mail on XX/XX/XXXX, informing me of the total amount that would be due on the payment date XX/XX/XXXX. Before I could make a payment of even contact Nissan, my vehicle was repossessed on the above-mentioned date. On XX/XX/XXXX, I immediately contacted Nissan and was transferred to the reinstatement department. I was told that in order for me to get my vehicle back, I would need to make a payment of {$3300.00} via XXXX before the XXXX of XXXX and if I made the payment on the XXXX of XXXX, I would have to pay {$4200.00}. In addition, they advised me that I had up to the XXXX of XXXX to make all payments, but after the XXXX of XXXX my vehicle would be sold at auction. In the interim, I contacted XXXX tow company to get their address in order for me to pick up my personal property and they denied me and told me that I would need to contact Nissan and request that they send the tow company a 'release of personal property ' documentation, I again contacted Nissan and asked them to send over the release of property documentation and they informed me that they did. Afterwards, I contacted the tow company again and was told Nissan sent over the 'release of vehicle to client, not the release for property. I contacted Nissan multiple times after the date XX/XX/XXXX to confirm what I needed to do in order to regain my vehicle without any further steps being taken. I believe on XX/XX/XXXX or XX/XX/XXXX I spoke to another person who gave me a new quote in order for me to get my vehicle back and that was for {$3500.00}. I inquired as to why the amount changed and they informed me that the tow company sent an invoice for an additional {$150.00}. I also asked were there going to be any more charges incurred because I was already gathering the funds for the initial amount they quoted me. I was not given a direct answer to that. Either on XX/XX/XXXX or XX/XX/XXXX, we contacted the tow company and asked if they could hold the vehicle until the end of the following week ( until XX/XX/XXXX ) because we would make the payment that week and they assured us that the vehicle was not going anywhere and that we had to the end of that week. On XX/XX/XXXX I contacted Nissan again and it was at this time that I finally was given the full instructions on how to send the money via XXXX. I informed the rep that I would be making the payment on that same day, and he informed me that after the payment was made to allow a few hours and that I would receive an email confirmation and that I could call the tow company to make an appt to pick up the vehicle. On XXXX at XXXX I received an email from Nissan informing me that all steps were completed. The tow company was contacted same day, XX/XX/XXXX and they verified that the paperwork from Nissan was received and that I could come in on XX/XX/XXXX at XXXX to pick up my vehicle. On XX/XX/XXXX when we contacted the tow company, they informed me that on XX/XX/XXXX Nissan sent a transport, picked up the vehicle at XXXX and sent my vehicle to the auction. We asked the tow company for the auction address, and they told us to call Nissan. After hearing this, we quickly contacted Nissan multiple times to get an explanation as to why they would send a transport to send my vehicle to auction knowing they received the money on XX/XX/XXXX. We even explained to Nissan that we followed all steps that were advised by them prior to the date that was given of XX/XX/XXXX and that the tow company even provided me with a date and time to pick up and Nissan was unwilling to help me or give me a clear explanation. They refused to acknowledge anything or take any responsibility. Nissan casually told me that my payment and the transport all happened on the same day and that I will also have to pay up front transportation and storage fees to the auction in order to retrieve my vehicle. I contacted the initial tow company from which I was supposed to pick up the vehicle to try to get some understanding of the matter and they told us to call the tow company XXXX, that came to transport the vehicle to auction. When we called that tow company, they had minimal information and just informed us that Nissan told them to come and transport the vehicle and to contact Nissan for the address and number of the auction. Again, I reached out to Nissan, and they provided me with the address and phone number by which I contacted the auction. When I spoke to the XXXX New Jersey auction rep, I explained the whole situation and asked about picking up my vehicle that same day ( XXXX ) the auction rep told me that was not possible, that I had to make an appointment. The auction rep asked me when I paid Nissan, and I said on XX/XX/XXXX. They put me on hold to check for a 'release of vehicle to customer ' from Nissan and told me it was not there, and I was informed that the vehicle arrived at the auction on XX/XX/XXXX. The auction also told me they get their orders from Nissan and that I could not make an appointment to pick up from them until they had the release from XXXX. At this point Nissan was on my other phone line, and I told them that the auction said that they did not have the release. Nissan then informed me that they would send the release right then and put me on hold. When they came back on the phone, they told me the release was sent. I told the rep at the auction, and they said it still wasn't there, that maybe it would be there later that day, but because it was Friday and they close at XXXX, I would have to wait until the following XXXX Tuesday to make an appointment. I communicated again with Nissan and was told that they will send another release form. I waited a bit and called the auction back a second time and they told me again that the paperwork was not there, but this time they informed me that my license plate and personal property was at the first towing place. On XX/XX/XXXX there were a series of phone calls that went back and forth between calling the initial tow company to find out where my personal items were and, to calling Nissan for them to rectify the matter, with no avail. After getting no results with that department of Nissan, I called the Consumer Collections department and explained everything about how I paid the money that was requested and my vehicle was still sent to auction, and the rep told me what I described he had not heard of, that it was unprecedented. He advised me to contact Nissan again and make a complaint. I contacted Nissan again and spoke with yet another rep, explained the situation and was finally told that he saw where I made the payment on XX/XX/XXXX, he even provided the confirmation number, and he verified that the ok to release the vehicle to me was sent to the initial tow company at XXXX on XX/XX/XXXX. I would also like to note that the first piece of mailed correspondence related to the repossession I received was on XX/XX/XXXX and the letter has the date of notice as XX/XX/XXXX.

Company response to consumer: Closed with explanation