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:02/12/2025

  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.

  My car has been there for 6 months waiting on an engine because of an oil pump failure that was recalled so i should owe nothing for the repair. Finally, we're at the day where my engine is in my car, and they tried to scam me twice now. Told me my battery was dead and couldn't hold a charge. I took the battery to AutoZone and it's fine nothing wrong with it. Tried to scam me for $270. Now they're trying to say my starter is messed up when I literally had my mechanic look over it and the starter had no problems before I dropped it off trying to scam me now for $550. I have not been charged any money yet, but the company is trying to scam by saying things are wrong with my vehicle when the battery was brand new, and the starter had no problems prior to dropping off my vehicle months ago. I want my new engine that i was promised without having to pay for new parts that weren't ever a problem to being with. I was told i can't have my cars engine tested because of a starter that i know works fine. If anything, new is wrong with my car it is on them. It's been with them for 2 months and my trusted mechanic told me it was only the oil pump that caused my engine to stop working and ford even diagnosed it when i brought it in to prove that was the issue and nothing more. I want my new recalled engine and my car working. I shouldn't need to pay anything out of pocket.

  

  Business Response

  Date: 02/21/2025

  I ****** ******* reached out to the customer.  At that time *** ****** voiced all concerns and issues.  we resolved the issue, and the customer has picked up his vehicle.  I have since reached out to the customer to insure all is well but no response.

  Customer Answer

  Date: 02/24/2025

  
  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 interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other 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 via Venmo to @bbbcefky or mail your donation 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:11/11/2024

  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.

  On 10/25/2024, I dropped my 2021 ford bronco sport off to bill Collin’s auto group to be looked at for a multitude of issues. Two of which had a service bulletin out for them. One issue was an empty coolant tub and the other was the rear differential unit. I also asked for an oil change. I was told to give them until Wednesday (10/30/2024) of the following week to to the diagnostics on the vehicle. I agreed to this and waited. Wednesday came and no one called me back - so I gave them a call and was told that they still had not completed the diagnostics but that my vehicle was next in line. I said no problem, and they said they would give me a call the following day. The next day comes and still no call. And my service advisor was out of the office, so they said he would call me the next day. The next day he did not call me so again, I called him. He said that there was an issue with my water pump which was causing the coolant issue and a multitude of other small problems. I then asked about the rear differential unit and he would not give me a straight answer. So I asked for him tog et clarification on that issue and he said he would and call me back that day. Never received a call. The following week I requested to speak to a manager but the manager had their assistant call me back. I explained all of the issues to this assistant he said that he would check on the rear differential unit and he also assured me that these communication issues would stop. He later called me back and said that they had actually not done the diagnostics on the rear differential unit and that they would do that and someone would call me back Friday. Friday comes and no one calls. I called the following Monday (11/11/2024) and they said my car was ready for pickup. But no one called me to tell me what they were going to be doing to it to get my consent. So they preformed service that they did not have consent to do and could not properly communicate to their customer.

  

  Business Response

  Date: 12/12/2024

  At the time of the initial complaint the customer was here and spoke with service manager expressing that she was frustrated but that she did ok the work and everything was good.  She informed us she was going to retract the BBB complaint therefore we did not respond. Customer issue has been handled. 

• Initial Complaint

  Date:06/25/2024

  Type:Billing 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.

  My first issue with this dealer was getting someone that had the time to talk with me about a truck. I talked with three sales people before i finally called the receptionist and asked if she could get me with someone who actually had time to talk with me, answer questions about a truck, and actually call me back. My second issue and biggest issue is FALSE advertising!!! my husband and I were interested in trading his truck for a 2023 f350 that they had advertised on their wedsite for 63,325 with a 2,500 age customer cash. i had talked with the sale person about this truck and price. He then typed up an offer from the sale manager and sent it to me offering 15,000 for the trade in and 67,790 for the new truck. I called back and asked why they had upped the price from their advertised price. He responded with i will asked the sales manager. The sales manager then gets on the phone a states it was a mistake price online and he cant do that. After going back and forth with him back how it is wrong to advertise a price and then not honor it, he then tells me i can go somewhere else for that price and hangs up on me. I feel that this is very wrong to advertise a price and then not honor it, As well as speak to any customer like i spoken to. I also strongly feel it was because i was a women and he felt like i was dumb about the situation. i say this because he had talked down to me the entire time. Had it been my husband i am sure he would not have. I would like this dealership to have to answer for the false advertising and contact me. I feel like they should have to honor the price that was stated online. I can provide documention and photos of my computer screen with this information stating what the advertised price was.

  

  Business Response

  Date: 06/25/2024

  We have had communication with customer and believe we have a deal worked out.  Customer is supposed to visit our dealership today to finalize. 

• Initial Complaint

  Date:06/14/2024

  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 Chevy Tahoe from Collins Nissan on 6/1/24. I traveled from PA to KY, to do so, on my way to vacation in Nashville, TN. They had changed the price from 29,995 to 29,500, which I didn't question but thought was strange. When I arrived to said business, I test drove the vehicle with the sales gentlemen in the front seat, directing me where to go. The vehicle never got above 50 mph, thought was strange, after the fact. I had asked to swap tires for my old ones and they were very accommodating, again thought was strange, after the fact. Traveled to Sparta, TN to start vacation, then to Nashville, and thought I noticed a "catch" or "slip" in the engine every once in a while. I parked the vehicle at the *** *** most days except for one 20 mile round trip. Enjoyed our vacation until Thursday 6/6/24, when I headed back to PA. On our way back it seemed the "catching/slipping" was happening more frequently. Friday 6/7/24 morning I reached out to my mechanic and scheduled a visit to have the vehicle put on a computer Monday 6/10/24 morning. He stated that the transmission was having an issue. I reached out to the sales guy and told him what had happened and what the findings were. I have not once received a call back about any of it, but was TEXT that they weren't going to do anything about it. I'm looking for them to cover part, if not all, of the repairs, as I'm pretty sure they were aware of the problem with the vehicle prior to it leaving the lot.

  

  Business Response

  Date: 06/18/2024

  Sales manager has been in contact with customer gathering information.  The vehicle was a 92,000 mile vehicle sold as-is after going through our 101 point inspection with no issues.  We will communicate with the customer to see if there is a helpful solution. 

  Customer Answer

  Date: 06/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  I have not heard from the dealership since June 14, and was told I’d receive a call back with some sort of solution. I’m still down a vehicle and have to pay for maintenance on the one I just purchased. I would like to have some help to alleviate the cost of the repair.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:05/20/2024

  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.

  My 2019 Ford Ecosport has a recall , which led to my car completely shutting down in the fast lane of the expressway , with no way to turn back on without repair. Ford has now had my car for over two months , has not offered a rental car and refuses to pay for the total expense of the repairs. Again , all problems are associated with the recall that was sent for my car , but because they don’t “currently have a fix” they are trying to make me pay for a new motor , which will only be a temporary fix, and I will be forced to return to this facility in order to get the recall completely fixed. ****** , the head of this facility , has been negligent to my needs and has acted as if he is not communication with the higher ups of ford, where we have proof that he has been contacted yet fails to respond. I have spoken with a multitude of workers at ford yet no one is advocating for my car expenses to be completely paid for , leaving me to pay $2000. Ford has confirmed that my car shut down due to their error but refuses to be accommodating to my circumstances because they “don’t have enough money” to repair all the cars in which have been affected by their failure. I am filing this with hopes to have my car repaired with no cost to me , and/or a rental until ford comes up with a solution expeditiously.

  

  Business Response

  Date: 05/20/2024

  As we understand the frustration with the inconvenience of having car issues, we respectfully request that you direct the complaint to Ford Motor Company.  As a franchise dealer we have to operate under the direction of their warranty and recall policies.  Ford Motor company builds the vehicles and is the company to honor their warranty and their recall issues. If the vehicle is not under warranty due to time or miles expiration then it is solely up to Ford Motor company to make an exception to do something for the customer.  We as a dealership diagnose and advise fixes per the guidelines and at the appropriate cost based on the repair parts and labor.  

• Initial Complaint

  Date:05/20/2024

  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.

  Purchased a 2015 Honda Accord first week of May 2024. I asked if car had been in an accident or in a flood. They said absolutely not and presented a ****** report stating no accidents or any other damage reported. Fast forward a few days later and my wife's car was hit at work while she was inside. When she came outside the bumper was laying in the grass along with some other damage.She called St. Matthews ****** who came to investigate. Upon looking at vehicle he asked if car had been in previous accident, she said no. We just purchased it. He said there was nine zip ties and a bungee chord wrapped around bumper. Bill Collins had just done maintenance on this car before we bought it, how did they not notice it. I called the sales manager who said someone must have covered up an accident. He said it wasn't their problem. I will never buy another vehicle from this dealership, nor would I advise any person to. I feel they are untrustworthy. My wife is handicapped and this is how they treat people. Shame on you Bill Collins Nissan.Do not trust the ****** and do not trust this establishment.

  

  Business Response

  Date: 05/20/2024

  The vehicle purchased is almost 10 years old and had 2 previous owners. We sold the vehicle AS-IS with all appropriate paperwork.  The vehicle was inspected prior to sale as all vehicles are for mechanical and noticeable potential issues that need to be corrected.  Per the ****** (which we are not responsible for the accuracy of we use it the same as a consumer for reference) the vehicle was clean.  Therefore, with no visible damage there was no reason to look behind a bumper for any hidden surprises. The customer also looked at the vehicle at the time of purchase and until an accident caused a reason to look had no concerns or reason to look as well.  This is unfortunate but we do not control decisions that the previous owner made and we can only do things based on the information and visuals we see at the time of trading for a vehicle.  I am happy to work with the customer to get the bumper fixed at a reduced price. 

  Customer Answer

  Date: 05/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: They changed the oil and looked at the brakes. They would have been under the car, I didn't get that option. THEY said it had never been in an accident, they are either negligent or untrustworthy. THEY handed me the car fax stating no accidents. Either by accident or intentionally, they were wrong.There are lots of places to buy care, why risk going to a business like this. IT doesn't matter if the car was 9 years old, YOU said it hadn't been in an accident, it had. You tell me it's not your responsibility, why would anyone buy a vehicle from you? Trust is the only thing a person has when doing business with a new establishment. It's bad enough you took advantage of me, but you took advantage of my wife who is handicapped. Shame on you Bill Collins Nissan.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/22/2024

  We have been in business for over 54 years.  We are in business because we do things correctly. As stated previously ****** is a reporting agency and goes based on the info provided to them.  If a customer does not report an accident or claim it under insurance or have it fixed at a repair center that reports to ****** then we as a dealership see the same report as a customer. You as does every customer absolutely has the opportunity during the purchase process to ask to look under the vehicle or even have an independent mechanic take a look.  We do this everyday when a customer requests it.  I have offered to work with you, however I will not be accused or attacked by any customer. 

  Customer Answer

  Date: 05/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: No one attacked you, yes your miscommunication was challenged. YOU did have someone under that car for maintenance, I did not. YOU asked if I wanted to see the ******. I assumed it was accurate. This could have been handled a 100 different ways, all with better outcomes. Your only concern was that it wasn't your responsibility. You may have been in business for over 50 years, you represent a small fraction of that time. You have bounced from job to job many, many times .This sounds like a YOU problem. Once you get a customer's money, you have no use for them. You could have done the right thing and had another satisfied customer. You got greedy and thought about the moment. I've seen your reviews on various sites, they're almost all bad. What does that say about you as a person. I have never misled or taken advantage of a customer, can you say the same? I don't understand people like you, what motivates you to take the shortcuts. You don't have to mistreat and abuse customers to be successful. There really is another way. You are every example of what people think about when they imagine a used car salesman. I will pass this experience on to as many people as possible to warn them of doing business with Bill Collins Nissan.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/25/2024

  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 took my 2016 Ford Explorer in for service on October 25, 2023. On November 13, 2023 I was called by the service manager to inform me that my wheels had been stolen off my vehicle from their “secured” back lot. No police report was filed and I was told I needed to contact my insurance, much to my surprise. After many attempts by my insurance agent to get the service manager to reach out to their insurance to take care of this, she was finally able to get in touch with their insurance and get them to give her a claim number. She told me this on January 8, 2024. As of this date I still have not received any information about my vehicle from Bill Collins and my agent says she is having a very hard time getting any information out of the service manager to get this resolved. As of this writing, as far as I know my vehicle is still sitting in the back lot on cinder blocks where it’s been since November 13, 2023.

  

  Business Response

  Date: 01/25/2024

  We have been working with the insurance carriers to get this resolved.  Very unfortunate incident, that sadly is becoming more and more common in our city.  I am personally working on getting this resolved for the customer asap.  

  Customer Answer

  Date: 01/25/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I have spoke with my insurance agent and she says this is being delayed because no one will respond to her calls or emails. When I reached out to Bill Collins on January 21, 2023 I was told an email was sent and a call was made, but my agent said she hasn’t received an email or call from them since January 5 2024
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/31/2023

  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 took my car to Bill Collins Ford for a Brake job and new tires also oil change on Wednesday October 25 2023, They have had my car for five days and not contacted me. I have called them several times and they will not return my calls, it is as my car has disappeared, I need my car to go to work, to go and buy food, I paid good money for this car, it is like it has been stolen from, I am just a phone call away, WHAT IS WRONG?

  

  Business Response

  Date: 10/31/2023

  Management will be calling this customer immediately. 

• Initial Complaint

  Date:09/21/2023

  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 purchased a 2018 Chevy Colorado with a lift kit and large tires already installed in February 2023. 2 days after purchasing, a check engine light came on. Took the truck to bill collins where they told me it was nothing and the truck was fine. A couple weeks later the same issues continued to happen with the truck so I took it to a Chevrolet dealership where they diagnosed it with transmission issues. The easycare warranty that I purchased from bill collins had to be adjusted after easycare stated that the warranty that was sold to me was the incorrect warranty. The truck had to have the transmission replaced. Easycare sent a used transmission to put in the truck. The dealership that the truck was being fixed at stated that the transmission that was sent from easycare was “questionable” and “had remnants of metal” in it, meaning that the transmission easycare sent may have also had issues. It took 11 weeks and neither bill collins or the dealership the truck was being fixed at could provide a vehicle for me to drive. It is now about a month or two since the “questionable” transmission from easycare was installed in my truck and the truck is having the same issues. These issues are causing the truck to not be operable. When I call bill collins to explain situations and seek resolutions I am told that I will be called back. I never receive any calls back, texts, emails or anything.

  

  Business Response

  Date: 09/21/2023

  I will take a look into this complaint with my team. Management will contact customer.  

  Customer Answer

  Date: 10/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  The business is not resolving the issue. 

  
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 10/23/2023

  We have been in constant contact with the customer and the other dealership who is working on fixing the vehicle.  We also have provided a loaner vehicle for a period of time.  

• Initial Complaint

  Date:08/07/2023

  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.

  My Ford F-350 has been at Bill Collins Ford for 2 months to repair 2 issues covered under an extended warranty the passenger side rear view mirror that keeps falling down (they claim it has already replaced) this is serious as I almost was involved in a collision. The HVAC/GPS/radio module is bad and according to them replaced 3 times. They have installed a module that is programed for a Ford Explorer. They claim they contacted Ford in June for without following up to get these problems fixed. They have collected funds from the extended warranty company. Other Ford dealers do not want to get involved as they are not sure what Bill Collins has done. I am very concerned that I will be involved in a serious accident. This just drags on!

  

  Business Response

  Date: 08/17/2023

  Looking into this with the service manager.  After reviewing the repair order will be reaching out to customer to get more information and get the vehicle back in to see how we can resolve the issues. 

  Customer Answer

  Date: 08/17/2023

   
  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. I have spoken with the service manager and will work to resolve this issue. They are to contact me when they have a solution. This case is NOT closed yet!
  
  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.