ComplaintsforDowntown Nashville Nissan

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As part of the purchase of my truck, Downtown Nashville Nissan agreed to install a full towing package. We set a day and time, I called ahead to confirm that my brake controller I purchased would work, they confirmed and confirmed they would put it on at no charge. They "completed the install" but their installer(*************) and their service **** did not communicate with me that they CUT 3 of the 7 wires in the wiring harness. The 3 wires they cut control the brakes. This means I have NO BRAKES for my trailer which is extremely dangerous especially in the hills of Middle TN. No-one bothered to tell me this at all until I discovered it. I found out through investigation and discovered the wiring had been cut and covered in electrical tape. If I had not checked and read through the brake controller's owner's manual my family could have been seriously injured or killed along with whoever might have been around when this system was put to the test. When addressing this issue with them I had to speak with all the parties and then they got together on it and tried to accuse me of purchasing the wrong brake controller. The brake controller was not even the issue. The wiring harness was the part that was cut and covered up. Now, when speaking with them about it, they have offered to fix the issue as if I would ever trust them to working on this vehicle again. I have asked them to reimburse me for the parts, and to compensate me for my lost time, the undo stress this has caused and for Nissan's Negligence in this matter. They have only responded by saying that if I bring it in they will fix it. I have spoken with **, ******, left a message for GM *******************************, and spoken with ***** from *****************.Aside from anything financial, Downtown Nashville Nissan and/or ***************** needs to be held responsible for their actions. I prevented a catastrophe but that does not mean this is not Criminal Negligence.

  Business response

  04/17/2024

  The customer brought his owe part. We paid the extra money to add the part and while working on the Frontier was told the part wasn't correct.  We have offered to fix the problem at no cost and customer refused. 

  Customer response

  04/18/2024

   
  Complaint: 21583900
  
  I am rejecting this response because:

  I called 2 weeks ahead of the install to confirm that the brake controller would be installed at no additional cost and that the brake controller I ordered would work. The service **** confirmed that they would install at no additional charge since we agreed on a full towing package at the date of ************ a trailer in the state of TN requires a brake controller to be street legal therefore installing anything less than that would not be a full towing package. The service **** also confirmed that my Universal Brake controller would work with my Nissan Frontier. 

  Downtown Nashville Nissan only offered to "fix" the problem they created once I discovered the issue on my own. Had I not discovered it before hauling my camper, my family could have been seriously injured or killed due to their negligence. Without brakes on the camper, the momentum on the steep hills in my area would have pushed my truck off the road, into another car...etc. The very least they could've done is tell me that the job was incomplete and not to haul anything until they had resolved it. Instead they either forgot to tell me or covered it up hoping I would not notice. Either way this issue is fully on them. I have been proactive in every step of this process making sure to check and recheck the entire way.

  I fixed the issue last night with a new wiring harness I ordered online and had in 2 days. The issue was never the brake controller, it was the fact that they used the wrong 7 pin trailer wiring harness. I removed the one they installed/cut and installed the proper one and now the camper brakes work perfectly. Either their service ****/their contractors are too *** in taking care on jobs, overwhelmed, or incompetent. Any combination of those 3 is dangerous and they need to be held responsible.

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

  Business response

  04/18/2024

  I have spoken to the customer and working on getting his check for the replacement part.

  Customer response

  04/19/2024

   
  Complaint: 21583900
  
  I am rejecting this response because:

  There has still been no apology for any of this. There is still no mention of reimbursement for my 3hrs of work in troubleshooting and the installation of the part which they were responsible for completing. I refused to allow them to install the part because I do not trust their service **** or their installers (**** Brothers) as their negligence could have serious harmed or killed me and my family. LJ (in their service ****) stated on the phone (4/13/24) that Downtown Nashville Nissan would repay me for the installation.

  I also need a statement in writing from Downtown Nashville Nissan, signed by General Manager *******************************, saying that none of the issues caused through all of this process will be held against me and my lease agreement. This includes **** Brothers drilling a hole through the dashboard and the switching of the wiring harness. If they refuse to do this, the other option I would put of the table is for Downtown Nashville Nissan to cut me a check for $17,000 for the amount of my 2 trade in vehicles and $5,000 down payment, terminate my lease with no fees, and we can all move on and never have to interact with each other again. I will eat the cost of the brake controller I paid for and payments I have put into this so far. I would prefer this option since I have zero faith and trust in anyone at this dealership to do the right thing and never want to do business with them again.

  As a note for BBB, When I initially filled this form out I indicated that I was not willing to speak with the press about this issue. I have changed my mind and am now willing.

   

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

  Business response

  04/23/2024

  We sent the customer a check for the part as he requested. What exactly is the expectations he would like for reimbursement? The customer has been trying to get us to take the vehicle back since he went home (before the hitch was installed). He claimed his wife was upset because he purchased the vehicle. We do not own the vehicle anymore the bank the carries the loan has it.  

  Customer response

  04/24/2024

  ****** has misrepresented my intent. I did call the same night I purchased the vehicle to inquire about the return policy because I had cold feet about the deal. I had no intent of leasing a vehicle when I walked in that day and was uncomfortable because little about this process was explained to me prior to the purchase. ****** understandably misunderstood that as me attempting to return the vehicle when I simply wanted the reassurance of having options. I like the truck and agree to the terms of the lease. I don't want to work with Downtown Nashville Nissan now or in the future.

  Them sending a $59.15 check is not a good faith response to something that could have caused loss of property or life. I am asking for this to be reopened until Downtown Nashville Nissan sends a check for the part ($59.15), the time (which I have sent my expectations of $25/hr for 3hrs = total $75) and agrees not to hold me responsible for their installation errors when it comes to my lease agreement. EX: they drilled an unnecessary hole through the dashboard to install the brake controller k*** and I don't want that to hbe held against me. I installed the wiring harness after their blunder and I don't want that to be held against me. They installed an improperly rated towing hitch kit and I dont want to be held responsible for it. 

  I don't believe that any of these demands are unreasonable. I hope you will consider reopening this to help hold Downtown Nashville Nissan responsible for their serious negligence. Thank you.

   

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

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went in to the dealership, bought a car that was assured to us was working properly. Left and later returned it because it wasnt working. Had multiple issues and at one time wouldnt start. The manager said they would fix it. Did not feel like they were telling the truth. Called *********** and told them the situation and they said they would cancel the loan. Upon several calls day after day no one will give us the down payment after canceling the loan. *********** even called me asking me if everything was fine and I told them they still wont get back to us. The loan has been canceled and all we want is to get our down payment back.

  Business response

  03/04/2024

  The dealership took care of the problem with urgency. We sent a tow truck to pick the vehicle up and fixed the vehicle (it was a sensor). While we fixed the vehicle, we put the customer in a loaner car.

   

• Initial Complaint

  07/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to express my deep dissatisfaction with the level of customer service I have received at your ********************** dealership. As a longstanding customer, I have always expected and received excellent service, but unfortunately, my recent experience has been quite the opposite. I am particularly disappointed with the lack of assistance and the unresolved back order issue regarding keys for my 2023 Nissan Rogue.To provide some context, I purchased a brand new 2023 Nissan Rogue from your dealership on October 2022. I came back in May 2023 because I was having issues connecting my key to my car. They held my car for 2 weeks.I had to keep calling them to get an update on my car. My finally call before going up there. The guys said he cant look into the future and tell me when my car was going to be fixed once I came in person they told me there was a back order on keys and that I could take the car home.They told me it could be between 2weeks and 2 months. However, it has been an incredibly frustrating and extended period of time since then, and I still do not have a resolution to this issue.My attempts to seek assistance from your dealership and consumer affairs have been met with unhelpful and dismissive responses. Every time I have reached out to inquire about the status of the back order, The lack of communication and transparency from your staff is completely unacceptable. As a customer who has invested a significant amount of money in purchasing a vehicle from your dealership, I expect to be treated with respect and receive timely updates on the progress of resolving my concerns. Furthermore, the fact that there is a back order on keys for a 2023 Nissan Rogue raises serious questions about your dealership's ability to manage inventory and meet customer needs. It is both frustrating and concerning that Nissan, as a reputable automotive manufacturer, is unable to supply keys for one of their latest models. This lack of preparedness reflects poorly on your dealership and undermines my confidence in the brand as a whole.I insist that immediate action be taken to address this matter. I expect a detailed explanation regarding the reasons Additionally, I request that your dealership compensate me for the inconvenience and frustration caused by the lack of customer service and unresolved back order

  Business response

  08/10/2023

  The key is on national back order. A lot of parts and many other things have been hard to get since corona. We have stayed in contact with Nissan Corp and have checked other dealers.  We have done everything we can at this time.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle on 4/30/2023. I declined GAP coverage as it's already included in my car insurance. The dealer added it to my financing without my knowledge. They also charged me $5,000 over MSRP for the car. When I brought that up they cited that that was market value for the car. ***** Blue Book in addition to other heavily respected sites proves that to be false.Upon asking them to rework my deal and correct THEIR mistake they told me there was nothing they could do. This is very poor business ethics/practice. After reviewing the dealership's reviews on ******* etc. there are customers who have had the same experience.All I am asking is for the dealership to step up and correct their mistake and make this right.

  Business response

  08/11/2023

  This customer came in and resigned.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 10, 2022, we took our 2013 Nissan Sentra to Downtown Nashville Nissan for service. My son had been having trouble with the car decelerating while driving. Upon inspection of the car, the service tech at Downtown Nissan advised us that the transmission was malfunctioning and would need to be replaced. As my son was leaving the service area, he noticed that his back taillight was flickering. When my wife pointed the lights out to the tech, he said that it is common for the taillights to flicker if there is condensation in the taillight area. He told my wife that the lights would stop flickering when the water dried up and he sent them on their way. On August 15, we took the car to Downtown Nissan to have the transmission replaced based on their recommendation. They replaced the transmission and we got the car back on August 16. On August 17, my son was driving the car and it started decelerating again while he was on the interstate. On August 18, we took the car back to Downtown Nissan and told them that the car was still decelerating while in motion like it was before they replaced the transmission. The service tech looked at the car and told us that they couldn't find a problem and we should just keep driving the car. The car decelerated again while my son was driving and we took it back to Downtown Nissan the next day. Again, Downtown Nissan couldn't find the problem and gave the car back to us. On August 22, we took the car to ************* Nissan in Knoxville, TN who figured out that the transmission malfunction was caused by verified water in the drivers taillamp. After ************* Nissan replaced the taillight assembly for $661.12, the car has been driving great every since. So basically, we paid Downtown Nashville Nissan $5,209.43 for a brand new transmission that we didn't need. Downtown Nissan didn't fix our car but took our money. The replaced taillight assembly is what fixed the deceleration problem, not the new transmission.

  Business response

  10/17/2022

  Business Response /* (1000, 8, 2022/09/26) */ We ran the codes on the vehicle and came back it needed a transmission. We have work with him to try and make him happy. Consumer Response /* (3000, 10, 2022/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted the Downtown Nissan service department manager before filing a complaint with ***, to express my dissatisfaction with the service and ask for a partial refund of the labor cost since they put in a new transmission but didn't fix the car. The manager told me that he will not give me any money back and the store owner never returned my calls. The receipt from ***** ******* Nissan clearly states that the transmission malfunction was caused by water in the taillight. Downtown Nissan paid the $661 to replace the taillight after I paid them $5,209 for a new transmission that I didn't need. Business Response /* (4000, 12, 2022/09/27) */ The vehicle needed a transmission and had codes to prove that. The service manager paid the other bill as a good will to help him out. Consumer Response /* (3000, 16, 2022/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fact of the matter is that Downtown Nissan told me that I needed a new transmission to fix the deceleration problem and after I paid to have a new transmission put in the car, it was still having the same deceleration problem. They could have put 10 new transmissions in the car but it still would not have been working properly until the taillight assembly was replaced, which is what ultimately fixed the problem. Again, the transmission was not the problem so they took advantage of me by charging me for a new transmission that I didn't need.

• Initial Complaint

  07/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Downtown Nissan showed me a 2017 Nissan ******. Before signing the paperwork, I asked specifically had the known transmission issues in 2014-2017 models, which they had a Class Action Lawsuit for, been fixed. I was told, "Oh yes, this is a certified vehicle and all recalls and issues have been fixed." I completed the purchase of the vehicle. I drove the car off the lot on 6/4/22. On 6/5/22, the vehicle stalled, wouldn't pull, the check engine light came on and it just broke down. I called them. After allowing the vehicle to sit overnight, I was able to get the car to them on 6/6/22. I was told they wouldn't take the car back and I had to allow them an opportunity to fix it 3x. I sat there for several hours only for them to tell me what I already knew, which was that the transmission was bad. I was told that the vehicle produced 3 codes that basically all said the Transmission failed. I was told they were going to order the part the next day and put a whole knew Transmission in the vehicle. I called them on 6/16/22 and 2 other times to check on the status of my vehicle. I was told I would get updates, but I never did. I was told the part came in on that Monday 6/13/22, they have been really backed up, but they are working on it. I was finally called and told my vehicle was ready on 6/22/22. I picked it up on 6/25/22. I was apologized to for the length of time it took to fix the vehicle and he stated, "Nissan used to allow us to put knew transmissions in the vehicles, but now they make us REBUILD them". I said that is now what I was told. I made my 1st payment on this vehicle on 6/28/22. The car began stalling and revving again 7/1/22. I called, "Can you bring it back up here? The mechanic that fixed it is concerned because it shouldn't be having that issue again so soon." I took it back. I was told they would fix it 1st thing today. The car has been in my possession a total of 8 days since purchase. That is unacceptable. I was lied to several times. I am distressed.

  Business response

  08/11/2023

  The reason it was not covered under warranty is that it hit something on the road and would be under auto insurance and not covered by Nissan.

  Business response

  08/11/2023

  Previous comment was for a different customer. We checked for code and there was none, we did everything we could.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I traded in my *** for a ******** on 4/9/22 that night. For starters, their system had went down right before we were beginning the paperwork(no big deal). After waiting, we were told that they were unsure when the system would be back available since it was later at night and I could drive the car home and come back the next day to sign paperwork(no big deal). It is now a month later, and my previous *** balance has not been paid off by your dealership from the trade in. My account with *** is now 3 days past due because of this. I have called and the dealership and after being advised I would get a callback twice, and not getting a callback, I requested to speak with a manager and was connected with *****. ***** confirmed that this would be resolved and "they mailed the payoff check to the wrong address and would be overnighting it to *** as of today 5/9/22. After speaking with *****, I had another agent from Nissan calling asking me "I'm just calling with a question, when you traded in your ***, your account was paid off, right?" I advised the agent that is incorrect and then he stated "oh I see now that it had a $xxxxx balance" I said yes that's correct and advised I just got done speaking with ***** and was advised this was going to be resolved. The agent advised me that he would get with ***** and if he had any problems he would call me back. I was shocked by the confusion of the handling of their business. I advised him I prefer to stay on the phone on hold while he confirms with *****. The agent returned to the call and stated "this is being overnighted". I am requesting confirmation that this is being handled by this dealership, as it seems that I have been provided a run-around, miscommunication, and false callback promises.

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/05/20) */ The payoff has been made and confirmed. Consumer Response /* (2000, 8, 2022/05/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought 2021 Nissan ****** on27 November 2021. I paid ******* for extended service contract and ******* for gap coverage. I have spoken to ******** ********** XXX-XXX-XXXX Ex. 2054 on December 10, 2021 about getting the contact information on the extended service contract and gap coverage. He said the he would have someone call me. No one never called so, I emailed him on 27 December 2021 to inform him that I have not received any information in the mail or no one from the company has call me concerning this manner. I asked him to give me a call at his earliest availability. I never received phone call. Between January- February I called and left messages. No one called me. 15 March 2022 I sent a letter. Once again, I received no response. 25 April 2022 I spoken with protection specialists XXX-XXX-XXXX, he told me to call the service department at Downtown Nissan XXX-XXX-XXXX. When i called a lady answer the phone and she said she would have information so she transfer me to the customer service desk, and the lady the answer said she don't know anything as well. At this point if the company can't produce the products I paid for, Extended Service Contract ******* and Gap Coverage ******* contract information, I would like to receive a refund.

  Business response

  05/23/2022

  Business Response /* (1000, 8, 2022/05/13) */ The finance manager *** ***** is sending her the information today.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 10/05/2021 I purchased a used 2016 ***** Odyssey. Get home overlooking the paperwork and our 4500 down payment they tacked on a 4500 "reconditioning fee" no big deal we should have looked through the paperwork better before we signed. They do not have a title! They sold us a car that does not have a proper title in return we can not get tags for our van. It is now February and we can't drive the van! They issued us more than 2 drive out tags which is against the law According to the clerks office. We asked for them to either take the van back or the very least give us our 4500.00 back. The guy was trying to have my husband sign Florida agreement paperwork in the state of TN!

  Business response

  03/14/2022

  Business Response /* (1000, 6, 2022/02/21) */ We made the customer a fair offer and he declined. Consumer Response /* (3000, 8, 2022/02/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They tried to have my husband sign Florida agreement paperwork. They still have no title, I still have no tag. I am paying a hefty car note for a car I can not legally drive. They offered us 2500.00 and when we asked for arbitration they refused it even though we signed a contract for it. They are not holding up their end of the agreement. We are in the state of Tennessee. Any company that tries to have you sign Florida paperwork when #2 on the form states, " you must have a valid unrestricted Florida drivers license." Sounds like they are doing a lot of illegal activity over there. I will include the form again below. Business Response /* (4000, 11, 2022/02/22) */ Our company is based out of Florida. We ask to sign a loaner agreement while we get the title. That would put you on our insurance and use are tag. There is nothing illegal about this. And we offered $2500 for your trouble. Consumer Response /* (3000, 15, 2022/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) #2 on the form clearly states we must have a VALID UNRESTRICTED FLORIDA DRIVERS LICENSE! We live in Tennessee how would we have a VALID UNRESTRICTED FLORIDA DRIVERS LICENSE. How is 2500.00 going to help with our trouble while we still can not legally drive the vehicle?! It doesn't. You refused Arbitration when I asked for it. We signed an agreement for Arbitration. You are 25 days past the 90 days to give a title. We are paying a hefty car payment for a vehicle we can not drive. 2500.00 is not enough to deal with what we have had to deal with. We have been lied to on multiple occasions. Been told that the title is on its way promises dates for it not to show up. The bank has also stated they keep being told 2 days and they should have the title all for it not to come in. At this point this is unacceptable and bad for business.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I applied for credit to get a car.i told them I am disabled and receive payments he said they can't help us because of our income islow.They don't help disabled people.They said get a loan of 3 grand.They told me lies

  Business response

  02/22/2022

  Business Response /* (1000, 10, 2022/02/16) */ To whom it Concern, I check the customers file and she signed a consent for us to run her credit. There was nothing on our part wrong, therefore we can not remove the inquiry. Thank you, Glenda *******

*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. ↩