Complaints

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

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  Jim Keras Nissan, Inc.

  2080 Covington Pike Memphis, TN 38128

  
• 

  Jim Keras Nissan, Inc.

  P.O. Box 280809 Memphis, TN 38168-0809

  

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:03/12/2025

  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 went in this dealership on the week of February 24th and i noticed when i left a long crack coming up my front window shield. i did have a crack across my bottom but not going up the passenger side. Also while i was in my vehicle March 5th my heat turned into cold air. I received a message to call the dealership because i emailed them about my service and someone left a message but when i called back they didnt know whom called me. i dont feel like i had good service to my vehicle and now have to have my car checked to see if all my fluids were filled even though i paid $160 for my services.

  Business Response

  Date: 03/24/2025

  Service Manager contacted customer, customer had only had heat issue one time. In an abundance of caution, Service Manager scheduled customer to come in 3/18 @ 8am. Visually checked overflow jug, and opened pressurized system on cap. Both full. Pressure tested system and it held pressure for 30 minutes as was cooling off, internal leaks will generally show during that situation. Pressure held. Doubled checked under hood, all fluids, discussed with customer. Cust waited as we checked, and gave her ***************** Manager's card with his direct number next time she had a question or problem she could contact someone directly. 

• Initial Complaint

  Date:07/03/2024

  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 am writing to express my dissatisfaction with the recent purchase of a used 2016 Audi SQ5 from your dealership. Despite assurances that the vehicle had no issues, I began experiencing problems within two days of taking it home. Specifically, the coolant levels were dropping, and the oil levels were low.I contacted the dealership, and it was suggested that these issues could be due to a faulty sensor. I brought the car in for inspection, and I was informed that there were no leaks or other problems. However, a few days later, the car began making grinding noises, and the fluid levels continued to show as low. The vehicle's constant beeping made it difficult to drive safely.I reached out to ****, who assured me that the dealership would pick up the car, provide a rental, and address any issues free of charge. After two weeks, the car was returned to me with the explanation that, because there was no warranty, the dealership could not fix the car.I am extremely frustrated and disappointed with this outcome. I find it highly unprofessional to sell a vehicle without disclosing any issues and then, despite acknowledging the problems, to return the car unfixed due to the lack of a warranty. This has left me with a vehicle that I cannot drive and no resolution in sight. Additionally, my repeated calls to the dealership have gone unanswered.

  Business Response

  Date: 07/24/2024

  I have attached reply, *********************, **************

  Business Response

  Date: 07/25/2024

  Date Sent: 7/24/2024 7:18:19 PM
  I have attached reply, *********************, **************

• Initial Complaint

  Date:11/13/2023

  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.

  Hello,I appreciate your time and effort to consider my concern to help build better customer service experience. During my visit at the jim keras nissan dealership, I was scheduled by the executive general sales manager for a 10:30a. appointment the 13 of November 2023. The executive general manager was ********************* and he was late for the appointment he scheduled with me. I discussed with him my concern about a discussion I had with one of this new car salesmen, ******. I discussed with him that ****** did not practice best customer service appreciation with me concerning a prior visit in early spring 2023. However, ************** asked if I needed further assistance. Upon letting him know about the views for a new nissan vehicle, he said maybe I ought to go back to the other dealership that helped me with a favorable markdown concerning a prior purchase back in 2020 at a fellow nissan dealership. This is not acceptable customer service appreciation from a individual claiming to be a professional. That particular comment was just total disrespect. I said to him that "your response was not so kind" and he did not apologize. As part of the resolution I provided in the explanation below, I would like to inquire consideration for help by the dealership general manager for a new vehicle.

  Business Response

  Date: 11/14/2023

  Tell us why her

  
  
  
  *************** initially contacted me via phone on November 10, 2023, to express his dissatisfaction with a visit he made to our dealership in April or May 2023. He was unhappy with the level of service provided by our sales team and felt that they did not sufficiently collaborate with him to meet his pricing expectations. I apologized to **************** for any disappointment in his impressions that we failed to adequately attempt to earn his business. 
  
  To address his concerns, I invited **************** to return to our dealership,offering my personal assistance in selecting and pricing a vehicle of his choice. **************** accepted this invitation and scheduled an appointment for Monday, November 13, at 10:30 AM.
  
  *************** visited our dealership on the evening of Friday, November 10, and engaged with our Internet Manager, primarily to browse our vehicle selection.He returned on Saturday, November 11, showing interest in a specific vehicle,which he then test drove. **************** expressed his intent to discuss a potential deal, mentioning his scheduled appointment with me on Monday,November 13, at 10:30 AM. Our Internet Manager briefed me on their conversations and interactions.
  
  On the morning of Monday, November 13, **************** arrived for his appointment with me.Regrettably, I was not immediately available upon his arrival. In my absence,our manager took the initiative to document **************** proposed offer for the new Nissan he was interested in. I joined the meeting shortly after 11 AM, at which point our manager presented me with **************** offer.
  
  The listed price for the vehicle was $35,736.43, and **************** had put forward an offer of $20,000. I engaged in a discussion with **************** to understand the rationale behind his offer. He explained his perspective based on his extensive experience in purchasing cars and his concern about the immediate depreciation of value after he buys it.
  
  In response, I explained that while I understand his viewpoint, the dealership was unable to accommodate a discount nearing $16,000. However, I offered a potential discount of approximately $2,000, indicating my willingness to finalize the exact discount amount if **************** was interested. During our conversation, which lasted about 20 minutes, I clarified the reasons why we could not meet his initial offer, and **************** detailed his reasoning for considering his offer reasonable and final.
  
              In our discussion, I advised **************** to consider revisiting his prior Nissan dealership where he had previously made a purchase. My suggestion was for him to verify if a similar discount of $16,000 could be obtained there. If so, I encouraged him to take advantage of that offer. However, should that not be feasible, I reiterated our dealerships interest in continuing to collaborate with him to find a satisfactory deal.
  
              *************** said that he found my suggestion unprofessional and disrespectful. I apologize for any disrespect or discomfort my comment may have caused. It was not my intention to offend **************** in any way. Understanding that **************** believes he could secure a $16,000 discount elsewhere, my intent was to respect his negotiation skills and knowledge in car purchasing. I suggested he explore that possibility to ensure he receives the best possible deal, reaffirming our commitment to earning his business if he chooses to return.
  
              I hope **************** finds a vehicle deal that meets his satisfaction, and I remain hopeful that Jim Keras Nissan will have the opportunity to provide him with ***********.
  
  
  Sincerely,
  
  
  *********************
  General Manager

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20865868
  
  I am rejecting this response because: upon sharing my views with ************** concerning a new vehicle, his response was not so kind. He said in his response and I quote "you ought to go back to the other nissan dealership for what they *** can offer." When I said to him that his response was not so kind, he did not apologize for that response. ****************** response was disrespectful. please be advised that I do remember every part of that conversation.

  I want further assistant from a better business bureau assistant to help me by getting an apology from ************** in person at the dealership. Also, I want him to consider me for some more help with my possible views for a new vehicle. My possible views for a new vehicle would be a better pricing package that would be an economy wise decision. Depreciation cost in a new vehicle against current market value is a major concern. Average consumer has to choose something that will befit a balance investment.
  
  Sincerely,
  
  **************

  Customer Answer

  Date: 11/16/2023

  Hello,

   

  The better business bureau probably did follow through with my concerns to ensure good customer service. But I do see where my resolution was not resolved. So with that being said as it stands right now, an apology needs to be forward by general manager *********************. He did not apologize to me after he gave a disrespectful response. I believe this follow up as I am inputting is intended to be respectful.

  I would need for the better business bureau to reconsider getting in touch with *********************. I want to request that he give me a call to apologize for that disrespectful comment. I want the better business bureau to consider my request to assist in the phone call. In the last follow up, ********************* said that he apologized, no he did not.

  I do not want the better business bureau to take that follow up from ************** like that follow up is meant as an apology because it is not. I hope the better business bureau would understand my respectful follow ** in this matter.

   

  grateful appreciation,

  **************

• Initial Complaint

  Date:02/06/2023

  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.

  Date purchase: December 2022 The business advised me that I was getting a certified class pre-owned vehicle Dispute: I have recently purchased this vehicle and it is not performing the way that it should. The truck is rattling like a chain from the engine!! Date reached out to ******************* Nissan on 02/03/2023 and four days after I actually purchased it Dec 2022....I was told there was nothing they could do just take it to the **** dealership, but I purchased it from them!?

  Business Response

  Date: 02/08/2023

  February 8, 2023
  ******** WOOTEN
  **************** purchased a used 2020 **** Pick-up with ****** miles from Jim Keras Nissan on December 08, 2022. **************** purchased a vehicle service contract with when he bought this truck. The service contract will make covered repairs to his truck after a $100 deductible.
  His complaint on February 6, 2023, is the truck has a noise in the engine compartment that **************** believes is the timing chain.
  Jim Keras Nissans service department advised **************** to take his **** Truck to a **** Dealership for the suspected engine repair. The **** dealer will honor his ***************** contract.   
  I called **************** today to clarify our Jim Keras Nissan technicians are not certified for **** engine repairs. **************** told me one **** dealership told him the noise he was talking about was a normal engine sound and another **** dealership said it was not normal. I advised him to take it to the **** dealer who agrees the noise is abnormal for a certified **** technician to diagnosis the problem.  
  **************** is going to take the vehicle to a **** dealership for diagnosis and repair. I asked **************** to contact me if he has any problem with the honoring of his service contract.

  **************** also said one of the **** dealerships wanted to charge him $150 for diagnosis plus the $100 deductible. I told him he should not have to pay the $150 diagnosis when under a service contract but advised him to nicely ask for it to be waved but not to push hard. Jim Keras Nissan will reimburse **************** the $150 diagnosis charge if they will not wave it.
  Sincerely,

  *********************

  General Manager

  Jim Keras Nissan

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19345008
  
  I am rejecting this response because:
  

  Spoke with ******************* in ************ to  and they looked up my vin and told me that the warranty I have is not with **** it with an outside source,  but they can take a look at but they backed up with work orders , and it may be 4 months b4 they can get to it and I am a tow truck driver . I need my vehicle for my business I run and no one is offering a rental for me or nothing!? This will make me loose money and revenue and Then I can't pay my bills !? Who's going to pay me bills in the mean time !? Why can't they just give me another truck and call it even swap or refund which ever way  way I need positive results and I am just being fair about it !! I have been to 4 different locations, they telling me 4 different things . One *** told me at ******* they not going to play with it and put a new motor in it , but it may take months ....smh !? ?? Then one **** location say they can work on it to see what they can do, but not a guarantee , and long of the short... Im sitting  drooped looking crazy !! But I purchased the truck from Jim Keras Nissan and they want to wash they hands of it  and send me all around the world !? I really think they sold me a lemon, bcus I had trouble with it a week after buying it ...? They want that $860 truck note every month, but do less as possible 2 take care of the customer and that's not right !! Just give me a better truck or sum !???, again Im just trying to be fair here , what about u all !? ??????????

   

   

   

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

  Customer Answer

  Date: 03/02/2023

  Name: *****************
  Email Address: *******************************
  Message: Ok so I have been on the run around by *** Keras this past 2wks , they sent me to ******* **** Colliervillle spoke with service manager and br I could say much he said oh oh we get these type of cars all the time and I said hold on so u writing me off already b4 we can get to the issue at hand !? So then he talked round the way said welllll it we could take a look at it but might take 3-4 months , but in the mean time It leaves me stranded , almost out of business with ***************** , so I was referred back to *** Keras then from there to Madison **** on ********* **** , they said it sound like my truck had liptor problems but really wasnt sure and didnt want to touch it , so then I fussed and needed a back up vehicle so *** Keras gave me a loaner jeep while they check it for a couple days then gave back to me said well we dont know !? So then back to square one so then they referred me now to to ****************************************** in ********** today hopefully I get sum resolve , im so tired and fustrated with this .i had to give *** Keras the loaner vehicle back !? .. I purchased the truck from *** Keras have the warranty and nothing is happening to help the consumer thats in a bind behind it !! I am so glad I met this Young lady name *** thats helping me with all this I started with bbb and now to you all she say if they not much help , she so godsent So Im taking the truck to *************** today and will keep u all abreast on wat transpires from today and thank you all for your services !!
  

  Business Response

  Date: 03/09/2023

  We are still working with **************** and the local **** dealerships trying to get his **** pickup into any of their service departments for a diagnosis and repair. All the **** stores are backed up for engine repair. **************** has an appointment with one of the **** stores for March 25. 

  *********************

  General Manager

  Jim Keras NIssan

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19345008
  
  I am rejecting this response because:  I have been in such a run around between the two companies *** Keras and **** that I am not sure what's really going to happen next once March 25th gets here and after , I want to keep this claim open and abroad to see what happens , also if I and *** Keras should get **** to take it in to look at it , its not a guarantee that they will be guaranteeing to fix it and if so for the amount of time it may take I will need a rental or loaner vehicle so I will not be left stranded in the meantime!? 
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 03/10/2023

  Jim Keras Nissan isnt helping me much with anything to be trying to take the credit !! I have been stressing doing all the leg work on my own running round town to different for dealers !! I have gap and warranty I bought thru *** Keras when I purchased the vehicle but they wont budge until one of these dealers put there hands on it and tell them specifics on the repairs which no one is doing , all the whole *** Keras telling me to put ***** more miles in the vehicle then they will be able to do sum about it or sum to that nature , but I am not stupid I know if I do that I will void my warranty becus its ****** miles or 3yrs which ever is 1st that my warranty is good so they encouraging me to do self sabotage!? ???????

  I am so busted and discussed with all of this but Im not giving up cus that what I know they want me too do so they can wash their hands of it , now I reach out to a higher source to look ?? into this as well just waiting to hear back but meanwhile I will not close this case til I get proper resolve !! 

  Customer Answer

  Date: 03/10/2023

  Jim Keras Nissan isnt helping me much with anything to be trying to take the credit !! I have been stressing doing all the leg work on my own running round town to different for dealers !! I have gap and warranty I bought thru *** Keras when I purchased the vehicle but they wont budge until one of these dealers put there hands on it and tell them specifics on the repairs which no one is doing , all the whole *** Keras telling me to put ***** more miles in the vehicle then they will be able to do sum about it or sum to that nature , but I am not stupid I know if I do that I will void my warranty becus its ****** miles or 3yrs which ever is 1st that my warranty is good so they encouraging me to do self sabotage!? ???????

  I am so busted and discussed with all of this but Im not giving up cus that what I know they want me too do so they can wash their hands of it , now I reach out to a higher source to look ?? into this as well just waiting to hear back but meanwhile I will not close this case til I get proper resolve !! 

• Initial Complaint

  Date:08/24/2022

  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.

  I went to Jim Keras Nissan on 08-12-22 to get an oil change they checked everything and stated that everything was good meaning the battery, alternator etc....When I made it home the car shut down. I have a 2019 Nissan Murano with less than ****** miles. I had my vehicle towed the next day. I was told that they couldn't look at it until Tuesday. When I picked it up my vehicle it was a total of $1801. I later called and spoke with Nissan parts and they stated that my alternator was $513 and my battery was $199.00. I was charged $1101.98 for the parts and $700 for labor fee. My husband called and they gave $246 back on my card. I don't understand why wasn't this covered under my 3 year warrant. I purchase this vehicle less than 2 years. I am requesting at least $600 back.

  Business Response

  Date: 09/08/2022

  I am sorry to hear ******************** had to replace the alternator on her 2019 Nissan Murano.
  ******************** question: I dont understand why wasnt this covered under my 3 year warrant.
  The answer to that question is: The Nissan original factory basic warranty coverage period is 36 months or ****** miles, whichever comes first. The Nissan warranty period begins on the date the vehicle is delivered to the first owner.
  ******************** 2019 Murano was first purchased new on 01/26/2019. The first owner traded in this vehicle to Jim Keras Nissan. ******************* is the second owner. The Nissan factory warranty is transferable to the new owner having the balance of the remaining warranty. The original warranty expired 36 months from the date the original first owner took delivery on 01/26/19 which explains the 36 month warranty expired on 01/26/22. ******************** brought her 2019 Murano to Jim Keras Nissan for the repair on 08/16/22. The factory warranty was expired at that date is the reason the repair was not covered by Nissans warranty.  

  Thank you,

  *********************

  General Manager

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17764139
  
  I am rejecting this response because:
  I was over charged for the service. I paid $1800 to get a alternator and a battery which I feel that I didn't need. I feel like this is price gouging and something should be done.
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/23/2022

  I have already answered the original complaint filed by ******************** asking why this repair wasnt covered under warranty. Please see my answer posted September 8, 2022.
  This is the answer to the revised complaint stating we sold her repairs she did not need and over charged for the service:  ******************** had her vehicle towed to our service department because it would not start. Our certified technician diagnosed the problem as a defective alternator which also damaged the battery. ******************** was told of our findings and the estimate of $1815.99 plus tax to replace the alternator and battery. ******************** authorized the repair. When ******************** came to pick-up her vehicle on August 16th. Our service advisor provided her with a goodwill coupon for $250.00 off the service before she paid her bill. After this credit the amount she paid was $1,551.98 plus tax which was $264.01 less than the estimate. ******************** paid her bill and picked-up her vehicle.
  The next day her husband called and spoke with our service manager. He said he was not happy we put a new battery in the vehicle and thought maybe if we had just replaced the alternator the battery would be alright. Our Service Manager explained our charging system diagnoses equipment showed the battery failed initial test. He said he was not given the option to try to see if their vehicle battery would be ok after the new alternator. Our Service Manager agreed we did not offer the option of not replacing the battery and recommend replacement because the battery electronic check out failed. ******************** said he would have preferred to give it a try without replacing the battery. Our Service Manager then agreed to do a goodwill adjustment without returning the new battery and refunded them the full price for the battery and the labor charge. This was a credit to their credit card of $246.
  ******************** states she was over charged for the repairs made. The price charged for the alternator is the listed price for this alternator and the four-hour labor charge is the posted charge for replacing an alternator for this vehicle. As discussed with ******************** the alternator replacement on this vehicle is expensive. Where the alternator is located on this engine requires removal of the air conditioner compressor including removing the air conditioner lines, removing the freon and recharging the air conditioner system after the replacement of the alternator and reinstalling the air conditioner compressor. Therefore, the time to replace this alternator is four hours.
  ******************** stated Jim Keras Nissan did repairs to her vehicle that she did not need. Her vehicle was towed to us because it would not start. We diagnosed the problem of needing an alternator and battery. ******************** approved the estimate of $1,815.99 plus tax. We did the repairs, and her car is now starting. We gave her a customer retention discount of $250 when she picked up her vehicle and the next day refunded her $246 for the battery which is still in her vehicle. After these adjustments her cost of repair ends up being $1,305 plus tax for the repair, she approved of $1,815.99. This is $510 less than she agreed to before the work was done. We have made these goodwill adjustments the day of and the day after she picked-up her vehicle to attempt to satisfy ********************. I am sorry to hear she is still not satisfied.

  ***********************
  Executive Manager
  Jim Keras Nissan
  2080 ***********************
  *******, ** 38128
  Office: ************

   

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 17764139
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************