Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Spent 3000 dollars on a repair and still experiencing a lateral shaking from 15 to 30mph. Enough to where it feels dangerous to drive. The company doesn't want to help me with this issue that I wasn't experiencing going in. This is not a buyer remorse about service being charged too high, this is specifically about the car not being safe to operate when I paid for a service to be done
Business response
09/14/2022
Business Response /* (1000, 5, 2022/09/06) */ I have spoken with **** and we are working toward a resolution. We are waiting on **** to bring the new axle in and we will be installing this for him. Once this is completed and we have verified the fix, we should be able to close this as resolved.Initial Complaint
04/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a vehicle from Nelson Mazda Murfreesboro in October 2020. When purchasing the vehicle, the salesman recommended the E******* Total Care extended warranty because "if I need any repairs, it will cover them bumper to bumper with no exclusions except those listed in the brochure." I took my vehicle to a mechanic on 4/14/2022 for brake issues, covered by E******* according to their terms and conditions, as well as the brochure I was given by the dealership. The warranty declined to cover anything because it was "normal wear and tear on the vehicle" and is apparently excluded. This is not what Nelson Mazda advertised this as. I am now in the process of cancelling the warranty but will only get a small amount back, and it'll be deducted from the financing so I won't even get it myself. I'm left with a $2287 repair, I paid $2150 for the warranty, and nobody is willing to make this right. I want Nelson Mazda to pay me directly for my repair as a result of their lies. 'Business response
05/02/2022
Business Response /* (1000, 5, 2022/04/27) */ Contact Name and Title: ***** ******* Contact Phone: XXXXXXXXXX Contact Email: ********@nelsonmazda.com We have been in communication with the customer, but disagree regarding the terms in which the contract was purchased and coverages provided. We have provided more information from a series of emails and the customer closer to the time of the original purchase. Our best solution at this time is to cancel the contract and apply the balance to her current loan per the bank contract. This has been cancelled per her written request and the refund will be sent to the bank. We have attempted to contact the client with no success since the 19th of April. Consumer Response /* (3000, 7, 2022/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The manager that has contacted me has been extremely rude, which is why I have not returned his phone call after the last time we spoke. I am still not satisfied with their resolution. Business Response /* (4000, 9, 2022/04/28) */ I have attempted several times to connect with the customer after our initial conversation and would still like the opportunity to visit with her. That being said, I disagreed that our Client Advisor would tell her or any customer that the vehicle is covered "bumper to bumper" or "that brakes would be covered". These are common terms that all of our associates know not to say through training and general knowledge of the business. I also shared with the customer that we would have liked the opportunity to look at the vehicle before the repairs had been completed in efforts to perform the work at our cost and as a second opinion. We have submitted for cancelation of her warranty which will be credited to her balance of the loan. I would like the opportunity to discuss this issue ********* made comments about our team members and negative remarks about our products which I do not believe to be true. I respect her opinion even if I do not agree, and would still like to work with her to find a solution that is acceptable for all if she is willing. You can see with our history that we genuinely want to assist, but it takes both sides working together and past their differences towards a solution. Sincerely, **** ******
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.