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:03/21/2025

  Type:Billing 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.

  I bought a 2025 nissan altima, to be financed through ORNL. The car had issues the first week, such as gas tank fuel sensor, tires, and malfunctioning errors. I reported the issues but was told to "just bring it for service" I brought it in for service every day for 2 weeks after the purchase. But their diagnosis didn't find any issues. I had to replace 2 new tires using my own money even though I had paid for warranty and reported the issues as I previously mentioned.

• Initial Complaint

  Date:03/28/2024

  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.

  This company will not pay off my Truck to Truist Bank who financed the truck which was a trade on my car deal. They have my truck but will not pay it off as stipulated in the sales contract.

  Customer Answer

  Date: 04/11/2024

  The company has finally done what it should have done. All is now settled. Thank you!

• Initial Complaint

  Date:02/20/2024

  Type:Product 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.

  I bought a car and the extended warranty and gap insurance. Sold the car on October 13, 2023 left Carmax, and went straight to the dealership to cancel the gap and extended warranty, the finance manager took copies of my paper, and said he would cancel it. Kept waiting for refund for the extended warranty never got it ,so I called the warranty company which is AUL on January 22, 2024 they told me Ted Russell, Nissan never canceled it. AUL sent me a form through email to cancel the extended warranty I filled out the form, and then AUL sent the information to Ted Russell Nissan and told me that Ted Russell Nelson is responsible for my refund. I have left messages at Ted Russell. No one responds or calls back. No one answers the phone when you called. There’s no way of communicating with anyone about my refund that I’m owed. Can you please help me get my refund of ********

• Initial Complaint

  Date:09/25/2023

  Type:Product 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.

  On 7/28/2023, I towed my 05 Nissan Pathfinder to Ted Russell Nissan to get a diagnostic completed. I spoke with the personnel who asked me what seemed to be the issue and I responded, it could be the timing chain but I did not know, that the vehicle was shaking. Prior to all of this, the catalytic converter was changed three weeks ago by a muffler shop. On 08/02/2023, the personnel called me to inform me that it was not the timing chain but the Mass Airflow sensor and it would cost me ******** I gave the go-ahead to get the issue fixed thinking. On 08/03/2023, I went to Ted Russessl to retrieve my vehicle, I was told that it was fixed and running well. I stepped into my vehicle and began to drive out of the service department, I did not get out of their parking lot and the same issue resulted with a code appearing on the dashboard, I turned around brought it back, and asked questions. The tech came out and told me that he himself test drove the vehicle and it drove well and nothing was wrong. I told both the tech and personnel that the purpose of the diagnostic is to fully search and fix the vehicle or ask the customer if they want it fixed. I was told that it could be the timing chain as it could have stretch, perhaps I should get a new engine as the vehicle leaks a bit of oil. Well, the tech then set the idling of the vehicle and asked me if it was running better, I said the issue remained. I was pressed for time and they behaved like they did not want to keep the vehicle, I was given two maybes " engine or the timing chains, WOW. nothing of the sort was the issue, I went out of the country for three weeks and left them a review, and they replied back with, we fixed the vehicle. I've always taken my vehicle to them and this is the first time that my vehicle was not fixed and their customer service interaction is horrible, I paid for a full diagnostic and did not receive the complete satisfactory work. They charged me ******3 for diagnostic, labor and sensor. I need half back

• Initial Complaint

  Date:12/27/2022

  Type:Product 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.

  My parents and I purchased a vehicle from Ted Russell Nissan. -2012 Nissan Exterra ~135,000 miles This vehicle seemed okay the day of purchase and was sold for a price indicating it was in excellent condition. This was stated by the salesman as well. Within a week the airbag light came on, the transmission and brakes were also whining/squealing. I returned to Ted Russell for help and they refused to offer a refund or replacement. It seemed as though they may have been aware that the vehicle they were selling had problems. I took the vehicle to Rusty Wallace Ford and they confirmed the airbag light and transmission squeal. All I am seeking is a fair replacement or refund.

• Initial Complaint

  Date:06/28/2022

  Type:Product 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.

  I went into dealerships service department to have service done to my vehicle. Speaking to the representative, I suggested; the brakes needed work, it needs a tune up,(spark plugs and wires replaced) and probably some filters. The salesman then replied "that sounds like routine maintenance" which is why I was bringing it to the attention of the service department. Shortly after I explained that I've started a new position, and I've been working 7 days, and I wanted the assistance of the having the routine work performed by mechanics. This would make it easier for me to maintain my own lifestyle, while having some of the load passed off. The representative is adamant about there has to be a diagnosis before performing any work to the vehicle, meanwhile I'm stating what issues I want fixed. "It needs; an oil change, tune up, and brakes. I've been driving it for two years at least, and I haven't done those yet." I said, informing him again about what I was bringing my car in for on June 22, 2022. After waiting for 2 and a half hours, and still no service done to my vehicle, I asked if I could bring it back once I got a rental car for the wait? "We offer a rental car. I think it's $50 a day" he stated, so we proceeded to check in with the rental department. Nothing was available for the time, but I was told to come back the next day (Thursday, June 23,2022) and something would be available. I waited until the next morning and took my car back to the shop with hopes of having the oil change, tune up, and brakes replaced. Layer on I get a call explaining charges, but no service was performed. Only diagnostic test, explaining what I stated in the beginning of the transaction, needed to be done. I'm completely unsatisfied with both the price I paid, for not having service done, and for explaining what I wanted/needed the service department to do, and it not being done. I'm demanding a full refund, and I'll find the perfect service center to work on what I'm asking.