Complaints
Customer Complaints Summary
- 14 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/21/2025
Type: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.
To whom it may concern, My wife and I purchased a 2024 Nissan Kicks at Oak Ridge Nissan on November 30th 2024. We added an Assurant vehicle protection warranty. We paid Tennessee tax on the warranty. On Dec 2 2024 we contacted the dealership and informed them that we wanted to cancel the warranty. We received a refund on the warranty via check on February 19, 2024. This refund did not include the tax we paid. ******* of Oak Ridge Nissan, from the accounting dept., refuses to reimburse me the $261.00 in tax I paid. I contacted the TN Dept. of Revenue and legally they are not required to reimburse the tax paid however they could file an adjustment of tax so the overtax can be refunded. I contacted ******* at Oak Ridge Nissan however there was no response.
Business Response
Date: 02/21/2025
To whom it may concern: The warranty cancellation was processed and sent to the lien holder at the time, NMAC who then forwarded it to Mr. and Mrs. *******. The taxes they paid on the warranty is being applied for and will be refunded. The check is being cut today and should be in the mail today but no later than Monday, 2/24/25. We apologize for the delay. If you have any further questions in this matter, please feel free to contact me.
Sincerely,
*****
***** *****
Managing Partner
Oak Ridge Nissan
(865)482-5489Customer Answer
Date: 02/21/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22968315, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:12/06/2024
Type: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.
Went in on 11/29 to look into trading in vehicle and purchasing another. That day I had Jaleel Luther as my salesman. When numbers were being run Jaleel said I needed a cosigner. My dad was currently my cosigner so I asked if he would sign for me again, to which he agreed. Jaleel spoke with my dad over the phone & got his permission for me sign maiden name for his signature on cosign application. My dad never agreed to anything more than cosign. No deal was agreed to Friday as they couldn't get my numbers to where I was comfortable so I left. Saturday, 11/30/24, Jaleel calls to tell me they were able to come up with a deal that was close to my price range. I went in, Jaleel was busy when I got there, so Ben Chance handled it from there. We test drove the vehicle, spoke numbers & came to an agreement. When it came to sign papers they said my dad had to present which I asked why bc Friday he did not. Ben said notary reasons. My dad was not will to come in so we made arrangements for Ben to meet w my dad. I signed at the dealership & while signing ask why they had me signing cosigner when my dad was cosigner, Ben said how the paperwork is signed does not matter. I was never told my dad was needed to be a coborrower. Neither of us agreed to that. I signed with finance manager, Richard. I asked him the same question about the paper work. He said the paperwork signatures didn't matter bc the title would say "or." Ben met my dad at Alcoa Walmart, he signed. Never told he was signing coborrower. Neither of us were given any paperwork. As of 12/4/24 still no paperwork. I went back in Sunday 12/1/24 expressing my concern, asked for papers which I was told they did not have bc Ben was off & they were with him. I've talked to Jaleel, Ben & Richard about my concerns of my father being made coborrower bc that was never the agreement. I talked w the bank they said only the dealership could change the paperwork. I've talked w Ben. "Richard was handling it." Not been contacted since.
The car I bought (2024 Kicks SR) is advertised for $20,869 on Oak Ridge Nissans website. Even the ones that are same model with different colors, are advertised for $21,249. They were marked these prices even when I bought mine on 11/30/24. The 2025 Nissan Kicks S that I originally wanted was right at $25k. I test drove it on 11/29/24. When trying to make up a deal for the 2025, they weren't offering more than $6k for my trade in. I came into oak ridge bc their ad was up to $8k over KBB. Now I didn't expect the entire $8k but $6k was $2k short of what mine valued on KBB. They couldn't get my payments brought down for this vehicle enough for us to come to an agreement. So I left. I get a call the next day 11/30/24, they found a vehicle where they can get my payments at my range. The 2024 Nissan Kicks SR. I'm not saying I have no fault in this as I did sign the contract but I was definitely confused when the numbers came out. The payments were in my price range but now I'm realizing I got charged more than what these vehicles are selling for. I've looked up the fair trade market & all the deals around me as well as oak ridges prices. They'll be attached. I'm confused, & honestly didn't catch, why I've been charged $28,080 for a car that averages $23k everywhere else. Theyre even advertised for less on Oak Ridges website. I got a trade in value of $12,356 this time but it seems to me the price of my car went up like my trade in value. This isn't a buyers remorse complaint, I do love my car. This is a complaint of not being able to buy a $23-25k 2025 model but I was somehow able to buy a $28k 2024 model. Before all the fees. Now I do understand my $2900 rollover. But $37,750 out the door? I am removing my $5k warranty as that full price wasn't explained. So now I'm looking at $32,750 whenever that comes off the loan. But I still am confused as to why I paid $28k for car that is being sold for way less. Even the premiums of my model aren't selling for what I paid.
Business Response
Date: 12/21/2024
Ms. ********* has since come to the dealership and picked up her paperwork. Her father had to sign with her and thus the delay. As far as why she could buy a 2024 model vehicle that was a higher in price was quite simply because there was a $1000 rebate on the 2024 (model year end clearance)and Ms. ********* only had $500 to put down. This didn't even cover the sales tax for the vehicle. We were willing to take a $2900 loss on a 2024 vehicle but not on a 2025. These are concepts that consumers don't really understand about our industry. As far as who is on which line of the contract, it was explained to Ms. *********, as we do with all of our customers, that there are situations when we flip the buyer and co-buyer around because the deal scores out better for the customer and gets them better terms as far as interest rate, term, etc... It was also explained that it didn't change anything in terms of who is responsible for the loan. In both cases both parties are responsible regardless of who is positioned first or second and the credit of BOTH parties is affected positively or negatively depending on how the loan is handled. Ms. ********* got beyond a great deal on her new vehicle. She did take the option of purchasing products in the business office like the extended vehicle service contract which did increase her amount to finance but she definitely has the option to cancel the protection if she chooses to. Those monies would be forwarded to the lienholder and reduce her principal balance. Sometimes with cosigners on an automobile loan, it takes a little longer to complete, especially if the cosigner isn't present at the time of signing. We apologize for this in this instance. It is our desire to give every customer the best car buying experience when coming to our dealership. If you have further questions in this matter, please feel free to contact me.
Sincerely,
Scott
Scott ***** Managing Partner Oak Ridge Nissan *************
Customer Answer
Date: 12/23/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
Vanessa *********Initial Complaint
Date:10/22/2024
Type: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 to purchase a vehicle and they told me I had to buy GAP in order to get the special financing. I said no to the GAP I don't know how many times. They still had me sign the GAP form and gave me cancellation paperwork. I have tried to cancel the GAP but the dealer won't process the paperwork. This is what I am being told by the GAP company. It is sad that they took advantage of a senior citizen that needed a vehicle.Business Response
Date: 10/29/2024
I humbly apologize for the delay. The finance person who did the transaction for Angel Garcia is no longer at Oak Ridge Nissan. This is being taken care of even as I respond to this complaint. There was a lien holder on the deal (NMAC) so the cancellation money has to go to them but it will reduce the principle balance the entire amount. Again, I am sorry for the delayed response from our dealership. Should you have any further concerns, please feel free to contact me.
Sincerely,
***** ***** ***** Managing Partner Oak Ridge Nissan (865)482-5489
Initial Complaint
Date:09/30/2024
Type: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 bought a used 2023 Nissan Pathfinder. A few days later I had to make an emergency trip to California. As soon as I got on highway 40 there was vibration in the steering wheel. When I got to Nashville (2 1/2 hours away) I stopped at a dealership. My tires where not balanced. I paid 59$ to balance tires in order to not cause further damage. During my trip a warning came on. It was a collision disabled warning. The warning went on and off my whole trip. A few weeks later I moved to Indiana. The warning came on again. I took the vehicle to a dealership here in town. They informed me it's due to after market windshield installation. They advised me it wasn't calibrated correctly. I had not replaced the windshield, the previous owner had. When I called Oak Ridge Nissan, they said it's not their problem. I explained I did not install a new windshield. They said they did replace tires, I told them I had to pay to have them balanced. They claimed they didn't replace windshield. They only had this vehicle for a day. Their FULL inspection should have cought this. They didn't balance my tires. My cruise control/ collision warning doesn't work. The windshield issue is their responsibility since they obtained ownership of this car. I should not have to fix this prior issue. I was told over 200$ to recalibrate and if that doesn't work new windshield all together. Oak Ridge Nissan should be responsible for this issue. I did not replace windshield, I already had to balance tires they put on.Business Response
Date: 09/30/2024
We have reached out to Ms. ***** and are currently working on a resolution to the issue that was brought to our attention. I am certain this will be resolved in a timely manner.
Sincerely,
***** ***** ***** Managing Partner Oak Ridge Nissan
Initial Complaint
Date:11/16/2023
Type: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.
Purchased a 2023 Nissan Sentra on Sept. 1st. While driving home I noticed a vibration in the steering wheel. Called dealer and made an appointment to check the car. Found out tires were flat spotted. Dealer said it was Hankook tires fault. They got Hankook to replace 2 tires. Still feel the vibration. Took car back to the dealer. Shop manager had me drive another Sentra. Told him I felt the road and some vibration in the wheel but wasn’t the same and it’s not my car so I didn’t care about that car. They refuse to fix the issue. I called Nissan customer affairs and they were no help at all. I called Hankook tires and they said the flat spotting was from improper storage or the car sat to long after being installed and couldn’t help me. Said it was either Nissan Corporate or the dealers responsibility. I purchased a brand new car with faulty tires and no one from the dealership, Nissan Corporate or Hankook tire company will do anything to fix this issue. All I want is a smooth ride when I drive my new car. This all started on day one of buying a new car. I have made several attempts to speak with one of the owners at the dealership and I get no where with that. I JUSTWANT MY TIRES REPLACED… IS THAT TO MUCH TO ASK FORBusiness Response
Date: 01/12/2024
Dear Sirs/Madame, We have done our due diligence in this situation and beyond. The customer felt the vehicle had an unsmooth ride and the tire manufacturer agreed and felt the vehicle had two tires that needed replacing. We did that and the customer still felt the ride wasn't smooth enough. We disagreed but went ahead and added two additional tires at our expense. The customer now states he want four different brand tires?? Unfortunately, the ride in his vehicle is the same as any of the Sentra's on the lot so we can not oblige his request. We have already gone above and beyond what most dealers would have done in this situation. Please let me know if there are any other concerns to address.
Sincerely,
Managing Partner Oak Ridge Nissan
Customer Answer
Date: 01/12/2024
Complaint: ********
I am rejecting this response because:
I never said I wanted 4 more new tires. I was repeating what the service manager said about the brand tire that was on the car ( Hankook )was a lower brand type tire and said that a brand such as Michelin or Pirelli would give a better ride. All I have ever wanted was to have a smooth ride out of a new car. I’ve not had that since the day I drove it off the lot.
Sincerely,
**** *****Initial Complaint
Date:09/18/2023
Type: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 August 12, 2023 I was looking for a new vehicle, mine was involved in a hit & run. I Repeatedly stated I was looking for A SAFE RELIABLE vehicle to transport my daddy & momma in. It also had to be able to handle a 3500 pound lift for daddys scooter. The disabled veterans group donated the scooter and the lift. They also put a ramp on daddys house. My daddy has not been able to get out of house because we had no car for the lift. My momma is also disabled and on O2. At any time I am hauling 2 walkers & oxygen. On August 14, we called the veterans to install lift. On, August 15th, I noticed the passenger side wheel cover coming off and the front bumper dropped down. I had to call and cancel lift. When negotiating price we had got to $37000. On a piece of paper, that after every change i had to initial. I am unsure were that piece of paper ended up. Because after Mr ******, the money man got done the grand total price is 58,000.00 for a 2017 Toyota 4runner. On Wednesday August 17th, Nissan emailed me my carfax report. It stated on the 1st page This had been in an accident (02/2023) with minor to moderate damage, disabling vehicle and was towed from scene. NISSAN DID NOT DISCLOSE THIS, Which is complete FRAUD for failure to disclose. When I talked to sales manager (******) he asked me what I wanted. I stated as of this time the bare minimum my $20,000.00 back. He laughed said that's not gonna happen. I bought it it's mine. I told him they've committed fraud, and he did nothing except put blame on me as the buyer. He offered nothing, I had sent Nissan a certified returned receipt mailed letter. While it is not illegal for them to sale this, IT IS ILLEGAL FOR THEM TO NOT DISCLOSE ACCIDENT. So that the buyer is an Informed buyer. Now, Sept 18, 2023 I sit with no vehicle for the veterans to put ramp on for my daddy. I am back in TN for the sole purpose of taking care of my parents. Now, thanks to Nissan we are all stuck.Business Response
Date: 09/29/2023
RE: ID# **********
**** *******
To whom it may concern:
Ms. ******* did in fact purchas a 2017 Toytota 4Runner on 08/12/23 from our dealership. As I read her complaint, I don’t quite understand where she’s getting her information from. The price of the vehicle was actually $44995 and reduced to $42995 to help her get to the monthly payment she wanted. She stated that the total was $57000 but she only financed $26741.76 after her trade and down payment. She may have been looking at the mileage on the vehicle which is almost 57000 miles! She wanted a payment in the $525 a month range and it’s $527. As far as the vehicle being in an accident, it had a minor accident but was a great vehicle. It went through our normal multi point inspection and checked out well. The minor accident had no affect on the vehicle performance whatsoever. I’m not sure why she’s without a vehicle, but if there is an issue of any kind, we are more than willing to look at it. To this point in time, she has not made that request. Our General Sales Manager, *** *******, who is very professional stated he would NEVER laugh at anyone about an issue much less like this one. He did state she hung up on him when he said we couldn’t take it back and never gave him the opportunity to say we would look at the vehicle if it had any issues. I hope this clears this up but if not, please feel free to contact me.
Sincerely,
*****
***** *****
Managing Partner
Oak Ridge Nissan
(865)414-1958Customer Answer
Date: 10/04/2023
Please note the did not address Fraud/misrepresented nor address the parts that are loose and potential falling off going down road.Initial Complaint
Date:08/21/2023
Type: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.
The dealership advertises on there website and the radio that they will give $5000 over Kelly blue book but actually base prices on auctions sites. They offered us 2k not even the base 5000 and told us if we spend more money they could honor the promotionBusiness Response
Date: 09/27/2023
I believe they may us confused with another Nissan dealership. Our website doesn't have anything in reference to $5000 over KBB value for someone's trade-in. There is another Nissan dealer advertising $5000 on the radio though. We do offer "up to" $8000 over KBB on someone's trade-in with a disclaimer, that being on select models, with approved credit. We at Oak Ridge Nissan apologize for any confusion.Business Response
Date: 09/29/2023
This banner was an advertisement we ran many years ago but somehow it was in the site index. I'm not sure how it was still there but we have actually increased it to "up to $8000 over KBB". If you look at the template from the attachment at the top of it, it states "up to $5000 over KBB" I humbly apologize for any confusion this may have caused.
Sincerely,
***** Graap Managing Partner Oak Ridge Nissan
Customer Answer
Date: 09/29/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ********Initial Complaint
Date:04/24/2023
Type: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.
We were sent an email with terms that this company was providing for its customers. We followed up by calling to the internet manager who verified two days before to my wife and myself that the vehicle we were interested qualified for the specific ad we were sent. With this in mind we drove 400 miles to purchase the vehicle. When we arrived the vehicle was available and we sat down to complete the deal. We provided the email that was sent to us on multiple occasions. They then said that the details of the ad were not available ie; 0% interest for up to 84 months, up to $8,000 additional trade in value over KBB value of our trade in, additional $750 towards the trade in value up to 6 months of deferred payments. These we found out were all lies!Business Response
Date: 05/10/2023
To whom it may concern: Upon reviewing Mr. ******** complaint, we told him to come on to the store and we'd see what he qualified for. There is a disclaimer for every advertisement mentioned. Each area that Mr. ****** mentioned in the advertisement is addressed in the disclaimer. There are criteria and restrictions that do apply to each special. It also states that you can not combine offers. We apologize he drove to our store and left so hastily. We really didn't even have the opportunity to explain anything because he left so quickly. If Mr. ****** would like to see what we can do, we will attempt to make him happy. We are going to contact him and try to resolve this situation.
Sincerely,
*****
***** ***** Managing Partner Oak Ridge Nissan
Initial Complaint
Date:10/27/2022
Type: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.
In April of 2022 I bought a used truck from this dealership. In October 2022 I brought my truck in for a promised free service (oil change and tire rotation/ general inspection for warranty upkeep). While waiting for services to be completed I was approached by 3 sales people. Two of them understood no I'm not interested and went about their day. (as introduced) refused to take no for an answer, refused to leave me alone, coerced me into an office where my exit was physically blocked from being able to leave the room and my keys/truck were locked in services. brought into the room too. I was forced to discuss a truck I can't afford after multiple refusals and no I don't want to run my credit and forced to run my credit while in fear and locked in this room. When my credit came back unable to do it, the kept encouraging me to call my mom for her information, she yelled the same things I kept saying and I was finally allowed to go back to services to wait for my truck. The owner and managers were alerted. But has emailed/called me to the point I have blocked the dealership phone number, email address and PERSONAL phone number. The owner has not followed up with my complaint or provided any resolution to this issue. This is a safety concern for all of this is how this dealership is selling cars. I came for a service that was sold to me with my truck and now due to safety concerns I cannot redeem my 5 other free services. I am fearful for my safety and am not comfortable coming to this location. I have requested my free services be transferred to another location.Business Response
Date: 12/12/2022
Business Response /* (1000, 5, 2022/11/10) */ First off, I will apologize that you felt harassed during your visit to Oak Ridge Nissan. While we definitely check to see if service customers are interested in trading (about 20% do!)we have NEVER once received a complaint where a customer's safety was ever questioned! Our staff has been told not to approach you about trading unless you solicit them from service. Unfortunately, I can't change where you get your service done but our service department is exemplary and will take good care of you. Again I humbly apologize your experience wasn't as we strive to achieve but we will make adjustments to insure it. Please contact me personally on my cell phone should there be any future issues. Sincerely,Initial Complaint
Date:08/25/2022
Type: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.
Upon purchasing a vehicle at Oak Ridge Nissaon on Saturday August 20, I was repeatedly told to leave my rental car at the dealership and they would take care of it getting returned on Monday August 22. I explained that this is not from Enterprise and they won't come pick up the car. I was repeatedly told to not worry about it and it would be taken care of. I have sent a total of 6 emails to this dealership (4 about the rental car not being returned alone) and yet to receive a single reponse on anything. I have left multiple messages and my calls aren't returned. Upon calling the dealership yesterday afternoon and asking for my sales clerk using a different name, he took my call and again assured me that this would be taken care of. I went to the rental office again this morning and was told that the car has still not returned. This car is still on my credit card and my concern that nothing is being done due to retribution for a negative review online.Business Response
Date: 09/26/2022
Business Response /* (1000, 6, 2022/09/05) */ We apologize we did in fact drop the ball on the return of Mr. rental car. Some how this fell through the cracks but it has been returned to the best of my knowledge. If this has not been completed, please let me know and I will address the issue. Sincerely, Scott Graap Consumer Response /* (3000, 8, 2022/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) My car was finally returned after repeated calls. I still am requesting to be reimbursed for the $170.93 in extended rental fees (receipt attached). Furthermore, my sales rep has yet to send me my second key fob as promised.
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