Complaints

This profile includes complaints for Legacy Nissan's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Legacy Nissan

  395 Highway 192 W London, KY 40741-2419

• 

  Legacy Nissan

  PO Box 1420 London, KY 40743-1420

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:07/03/2024

  Type:Product 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 purchased a 2019 Ford Edge from Legacy Nissan on October 18th 2023. Before purchasing the vehicle I specifically asked the salesman if transmission work or any work had been done on the car to which I was assured nothing had ever been done on the car aside routine maintenance. You can imagine when my car began having transmission issues and I reached out to them they assured me since I had the drivetrain warranty I would be perfectly fine upon taking the car in to their sister dealership stated I had busted my transmission and they refused to honor my warranty. I got lucky and my insurance covered it only after Jake at legacy tried to sell me a new car. I had a 1,000 dollar deductible which Jake at Legacy told me they would give me a $200 dollar discount to help out. After about a month of back and forth I picked up my car and was told Jake had called the sister dealership (****** ************* service department that he would not be paying anything and to disgregard what I said after he had spoken with myself and my mother both and told us he would. Furthermore I picked up my car from the service dept on Feb 22nd 2024 and here I am July 2nd 2024 with the transmission acting up again already. Legacy has lied over and over. When we took the car to Legacy Ford/Lincoln they let us know that they had actually done transmission work on the car the month before purchasing the car. However the carfax report I was given didn’t show this and when I brought this to the sales managers attention they said they were not required to disclose this. This is dishonest and bad business. Extremely poor customer service as well. I regret the day I ever had dealings with Legacy.

  Business Response

  Date: 07/19/2024

  We have made repairs to the vehicle. Customer was placed in a rental car while repairs were being made. The vehicle is now ready for the customer to pick up.

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair 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 bought 09 Honda pilot on 6-03-2024. I paid 5,000 cash. On 6-7-2024 the vehicle broke down. There are mechanical issues that the salesman straight lied about. And they don't want to fix the prob.

  Business Response

  Date: 06/13/2024

  This vehicle was sold AS/IS; no warranty; the customer was aware of this at the time of purchase.

  We have been in contact with the customer; we have agreed to purchase the part needed to make the repair to her vehicle the customer will pay for the labor. 

  ***Attached are supporting documents signed by the customer disclosing that the customer was aware she was buying a vehicle with "No Warranty; Sold AS/IS".

• Initial Complaint

  Date:10/25/2023

  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.

  We just financed a 2016 f150 xlt. Upon agreeing on and financing the salesman **** *********** told us the vehicle had absolutely no issues! After getting it home we noticed a exhaust leak,and the back rotors were destroyed, we paid 297$ to fix the exhaust leak and 325$ to fix the back rotors,back brakes,and emergency brakes that were non existent. 2 weeks later and my husband had the serpentine belt fall off rhis truck ! I'm tired of the dirty and crooked salesmen and I want out of this vehicle that is falling apart ! It hasn't even been 30 days since the purchase and have already had all these issues. Keep in mind this is not the first vehicle we purchased from here we had problems with. This time we went with a diff salesmen thinking things would be different but turns out everyone of them will tell you what you want to hear just to make a sale! And don't care that they are selling you junk!!

  Business Response

  Date: 10/26/2023

  There has been a resolution reached with the customer. The customer is now satisfied. 

  Customer Answer

  Date: 10/27/2023

   
  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.
  
  Sincerely,
  
  ***** *****

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:05/22/2023

  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.

  Was recently approved for financing through legacy nissan in london ky were we financed a 2021 chevy trailblazer. We have had the vehicle a total of 18 days and this is the 4th attempt to fix the same issue. My husband has missed work and overtime pay Taking this vehicle back to them. The first time having this issue we were told to bring it to them and they'd fix it within 3 hours so we waited in london for those 3 hours called back to see if it was finished and come to find oyt they told us the person who was to work on it wasn't there. So we returned to pick the vehicle back up. Missed a entire day of work for no issue to be addressed. Second attempt to fix,the check engine light remained off 3 days and then it had the same issue. 3rd time we was assured if the problem wasn't fixed we would be put in a new vehicle. This is now the 4th attempt and they are not sticking to what was promised. We do not want the issue fixed we want into a different vehicle! Seems as if they are trying to wait out the 30 day period.

  Business Response

  Date: 05/30/2023

  This complaint was resolved on 5/20/23. The customer was traded out of the said vehicle and is now satisfied. 

  Customer Answer

  Date: 05/30/2023

  
  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.
  
  Sincerely,
  
  ***** *****

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair 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.

  First off i will start off bye saying i had no issues with this dealership until on October 21st of 2022 i was told i had to bring my car in for a battery load test that i was told would take over 2 hours and with consulting other certified Mechanics i was told the test at best would only take 20mins so without knowing this i left my car at Nissan that Friday morning to have the test ran on my battery and when it was left nothing but the battery had issues when i got the car back i drove it home and though everything was fine until i got in it that Monday and had no heat or ac and when i did their was a strange sound coming form my dash which wasn’t their before i left it with the dealership and when i called to have the issues resolved i was told i would have to wait till the tech i was speaking to returned form his day off and that they would inform him to call me which wasn’t done I had to reach out to them Tuesday i was then told to bring it back in at to have them look at it and i did so at that time the tech stated that we changed a battery and know the blower motor is humming which brings to the question you know it wasn’t doing it before only after the battery change and upon speaking to them i was told it wasn’t their fault just a strange Coincidence which know speaking to ex Nissan repair tech where i had informed him that i left the heat on when i left the car so when they got in it would be on that if they didn’t turn everything off when they did the test or removed the battery that it could likely cause damaged to my hvac unit and other computer control parts along with not using the memory saver to keep all my programs i am know I’m out the money to have my unit fixed before the winter in Kentucky hits all because of a bad battery and instead of taking responsibility their sales team tried to push me into getting a new car which i stated more than once I wasn’t interested because mine was paid off at this time i have videos of my hvac acting crazy

  Business Response

  Date: 11/09/2022

  Contacted customer on 11/9/2022. Our service department manager spoke with the customer. We were prepared to offer to complete a free diagnosis on her current issue, however, the customer stated she had purchased a blower mower and had someone attempt the repair, she stated the repair was not successful. Her mechanic's attempted repair of replacing the blower motor did not fix the issue. We have offered to have her bring the vehicle here so that a factory trained tech can make a correct diagnosis, the offer still stands. In response to the battery test only taking 20 minutes, that is correct when using our handheld unit. In order to submit a battery warranty claim we use a large floor model advanced diagnostic tester which can take a few minutes or up to 2 hours to detect battery failure. This was the second time the customers battery was replaced for free, once by the dealership and once under warranty. The lengthy battery test was completed in order to help the customer with the battery replacement under warranty. As far as changing the battery causing something on the vehicle fail or needing to be reset, other than the clock, it is not possible. We have Nissan trained technicians, trained advisors, parts manager and service department manager; they all agree that testing or changing out the car battery would not have caused a blower motor issue. As stated earlier, the offer still stands to make a proper diagnosis of the issue with her vehicle at no cost to her.