Complaints

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

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  Hays Nissan of Rivergate

  1550 Gallatin Pike N Madison, TN 37115-2117

  
• 

  Hays Nissan of Rivergate

  6015 Preston Hwy Louisville, KY 40219-1317

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:08/27/2024

  Type:Sales and Advertising 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.

  7-27-2024 Nissan of Rivergate sold me and my wife a car. The price negotiated is not the same on final paperwork. I have reached out to Nissan company about their car lot. I have been met with opposition since the beginning. I refused gap insurance and other charges and yet I have been charged for them. Car was advertised online for $21k. We had to tell them several times the price was wrong. They changed it, I guess they changed it back. I also traded a car in. Total price $30,356.98

  Business Response

  Date: 08/28/2024

  We reviewed the customers deal and find the advertised price was what they received, also, the customer wanted to cancel the Gap protection and Extended Warranty protection, so we have done that. We sent a check to their finance company (Capitol 1) for the total of both policy's.  It took a while to secure an account number for their finance deal with Capitol 1 so we could get the money credited off their loan amount. Their outstanding balance on their loan will be lower whenever they call for a payoff or go to trade in their car. We also want to make very clear there is no more protections for either policy. Finally, when this came to light early in the month, we invited them to return so we could go over all their pricing and purchase figures, but they said it was too far for them to travel. 

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22205432
  
  I am rejecting this response because:  They are still lying. The price advertised IS NOT the same.  I rejected having paint protection on the car.  They will tell you you CAN NOT GET A CAR THRRE WITHOUT IT!!!!!   This is like 2-3 thousand dollars more.  The credit manager told us we can NOT TAKE THAT PRICE OFF.  How the h*** is a price $21k when those charges are automaticly applied????    That makes the price of the car $26 THOUSAND DOLLARS.   Advertisement does NOT say anything about these charges!   How is the online price correct and NOT deceiving??   I rejected all extra charges on the car.  Last, the credit person made a deal to raise our payment $25 dollars a month for GAP and Extended WARRANTY.  Completely different price added to contract.   I have contacted Capitol 1 and NO CHECK has been received.  Nissan of Rivergate is lying, but whats new!!
  
  Sincerely,
  *****************

  Business Response

  Date: 09/04/2024

  Again, we sent the check to Cap1, if they have not posted it to their account yet, I'm sure they will soon. As far as everything else, we stand with our pricing and the customer did purchase all those items when the purchased the vehicle. We always have good customer satisfaction and reject this customers statements. We have given our answers and stand by them.   

• Initial Complaint

  Date:06/08/2024

  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.

  Nissan of Rivergate is advertising fake prizes. They have mailed out 50 thousand advertisements that lead you to believe you have won 2500 dollars, a brand new car, 85 inch TV, etc. Each advertisements a combination code that matches up with one of the prizes listed and then you must confirm another code at the bottom of the paper. It leads you to believe you have won and when you go to claim your prize they have you want a long time just to tell you that you didn't win and give you fake Apple Airpods. It's all a ploy to just get you to buy a car. I think it's very distasteful to do such advertisement and even cruel as you don't know what kind of financials people may be going through and they may have been dependent on those winnings. I was lead to believe that I won 2500 dollars when I in fact did not which is rather disappointing.

  Business Response

  Date: 06/19/2024

  I'm sorry, This is the first time I have seen this complaint. I would like to address the issue. We did send out ****** invitations for a sale and to check your winning number on possible prizes. The winning number to match is clearly printed at the bottom of the invitation under 'How To Claim" either call the (888) number or visit the Prize Checker, for explanation of what you do next.. It shows your Pin number and Winning Number there that you can check. No where in the invitation does it tell anyone what they win, you have to match your winning number to see your prize. The company we hired to run this sale had a prize number board posted in the showroom that had the winning numbers to match. The Earpods that are one of the prizes does not say they are Apple brand.  The invitation has all the information and rules of the invitation and also the odds of every prize are posted. We are very sorry that this guest did not fully understand and read all the rules and also sorry they are upset with us. We did have a great event that brought around 1000 people in the check their winning numbers and check the great deals on vehicles the company offered during this event. Finally, We always try to be clear and conspicuous on our advertising and are very sorry we have anyone that sees this as other than a great sales event.

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21821880
  
  I am rejecting this response because:
  I did indeed follow the directions and read the rules. I entered in said pin at the bottom of the sight and was told I was a winner. But like I state previously that was just a lie in order to get people to come in. One prize was an Apple Watch and they didnt even give out a real Apple Watch they gave out some fake watch which I attached proof of that. Theres also plenty of ****** reviews supporting what *** said.
  Sincerely,
  
  *************************

  Business Response

  Date: 07/19/2024

  We are standing by our original response. 

  Customer Answer

  Date: 07/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me but no longer wish to dispute this. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/12/2023

  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.

  On April 19th, 2023, I visited the dealership and filled out a credit application. I am already a customer with ********************** North ******* on a vehicle loan and brought my pre-approval letter from Nissan North ******* with me. I authorized my credit to be pulled by the dealership as I felt it was a standard procedure. They shopped my credit to another source which I did not authorize (Ascend ********************* which has resulted in an additonal hard pull on my credit file. Ultimately, my pre-approval letter from Nissan is the direction we were going to go with the financing, which I was expecting in the first place. However, we were not able to make a deal on the price of the automobile. I contatced ******, the sales manager I worked with and he suggested I contact all of the credit bureaus and have it removed. I feel they should have to correct this as I did not authorize multiple credit inquiries.

  Business Response

  Date: 05/12/2023

  The customer did have an approval from ********************** Credit. There are conditions on those approvals from Nissan Credit that requires the customer to go to a ********************** dealer and make a deal and for the Dealer call the deal into Nissan Credit for review.

  In this case, Nissan Credit Conditionally Approved the Customer for a maximum payment of $699.  On this deal, the customer has a *************************** Pathfinder base S 4X2 model with a payoff of approximately $21000. wanting to purchase a New 2023 Pathfinder 4X4 Rock Creek edition. We do have an agreed pricing structure approved and signed by the customer for ** to call into ********************** Credit.  The amount of the requested vehicle, and what Nissan Credit would approve, was a difference that would require around $7000. additional cash down to get to the payment Nissan approved.

  Therefore, when we spoke to the customer we stated we had a couple Credit Unions that *** approve his deal but unfortunately, both Ascend and ** Community turned down the customer completely for any amount approval. The only other alternatives would be put an additional $7000 cash down or look at a less expensive vehicle that would fall under the $699. maximum payment offer from Nissan Credit, the customer declined.

  Additionally, We do have a Credit statement from the customer that is signed and authorizes ** to investigate credit and try to get our customer approved to secure the vehicles he wanted. We are sorry the customer received turndown from both  Credit Unions, but it was nothing more that ** trying to get the customer approved for the vehicle and payment he wanted. 

  Finally, We are here to sell vehicles, help customers purchase what they want and help receive financing for those vehicles offering the best term we can secure for their financing.  Although we have 20 lending sources, we only tried 2 of our Credit Unions that usually give the best terms, base on this customers credit score, but they would not approve him for financing.