Complaints

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:01/09/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Had an issue with tie rod ** car. This car has only approx ***** miles when taken in for service. Company claims tie rods are not covered under warranty. ( another Nissan dealer says it is) I have reported GRUBBS Nissian to corp nissian but Grubbs still refuses to refund my money. Other review s say GRUBBS IS A BUNCH OF LIARS AND VERY SHADY COMPANY%. I am 100% in agreement with that. Very bad company to do business with which I will never do again. CROOKS AND LIARS are all they are.

  Business Response

  Date: 02/13/2025

  
  Dear Mr. **************** you came in for your repairs you stated that you had hit something while backing out of a driveway.  During the inspections the technician found that all the tires were showing wires, and the tie rods were bent showing physical damage.  We explained at that time the Nissan Factory warranty covers only defective or failed parts not damaged.  You authorized us to replace the tie rods and 4 tires.  We provided you with 4 days of free rental while we did the repairs.  The other Nissan dealer probably did not know that the tie rods had been damaged, or they would have stated the same as far as the factory warranty goes.
  Sincerely,
  Grubbs Management
  
  

  Customer Answer

  Date: 02/14/2025

  Complaint: 22786473
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *******.  
  I AM REJECTING THAT RESPONSE BECAUSE THAT IS ALL A TOTAL LIE. We never said we hit something while backing out of a driveway. As a matter of fact we stated that we had not hit anything going forward or backward. The three men we talked too assured us that they would take care of everything because as they stated we are their customer. 
  THE OTHER COMPANY WAS TOLD HOW we were treated. Another issue is a tear in the seat which they fixed the first time but it was not repaired right and tore again. I have an extended warranty that covers repairs to that also but they refused to fix it the second time. The other company put a new seat in. As I stated Grubbs is a very shady company to do business with which I will never do again.

• Initial Complaint

  Date:12/02/2024

  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 purchased a ****************************************** Pathfinder from Grubbs Nissan Bedford Tx. The purchase on the vehicle was around 42k (this amount included tax, title, license, gap, and warranty) The car was sold to me as a certified preowned vechicle with a clean car fax report. I was told there were no issues with the car, that Grubbs had done a complete inspection on it. After purchansing the car and bringing it home, I began to notice issues with the vehicle. First I noticed the windshield sprayer did not work, no water would come out of the sprayer to clean off the windshield. After a big rain storm, I noticed water ponding in my tail light. My Partner looked under the hood on my car to see why my sprayer was not working, once the hood liner was removed was when we found my car had significant hail damage repair, and the line to the sprayer was cut. None of this disclosed to me at time of purchase. I then contacted Nissan Customer Affiars, they told me that they would not buy back the vechicle that I needed to sort the issue out with the dealship. I then drove back up to the dealership and requested they take my car back and allow me to buy a brand new **********. They would not allow me to buy a new vehicle, they said I had to purchase a preowned since I had orginally bought a preowned. They made me pick from a very small selection of Pathfiners. I did trade in the car, but the entire experience was the absolute worst car buying experience of my life. Wasted two days, felt like I had to spend my money on something I did not pick out for myself after being mislead with the original purchase. When I asked the general manager of the dealship (*******) why I could not purchase a brand new ********** since they had lied to me to begin with, his reponse was because he didnt want to lose money. To me this is completely wrong to any costomer. I am a single mom and waited four years to purchase a car and ended up with something I would not have picked for myself with my money

  Business Response

  Date: 02/13/2025

  Dear Ms. ***************** are sorry to hear that the first Pathfinder had some issues that you were not aware of and did not get caught in our inspection.  The vehicle did have a Carfax that showed no damage so not sure how that happens but we can not disclose what we do not know.  I know you wanted to get a new vehicle as a replacement but since you purchased a used one the first time it makes it hard to financially make that work and keep the same payment.  Which we were able to do for you with the second vehicle.  The Pathfinder is a very good vehicle, and I am sure you will have many years of use and enjoyment with it.
  
  Sincerely
  Grubbs Management
  
  

• Initial Complaint

  Date:09/24/2024

  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.

  Grubbs Nissan has a new car advertised for $17,373.00 (MSRP $23,255.00 and shows a Grubbs Discount of $5882.00 for an internet price of $17,373.00). I called to verify this price and was told i would be sent a price verification from a manager thru e-mail. It never arrived. I called several times and finally a manager called and told me that was not the price because i might not qualify for the Grubbs discount and that there were other add-ons that i would have to buy to get it at this price. I have my own financing thru ***********, but he insisted that if i didnt finance thru Nissan, i could not get the advertised price and I would still have to purchase the dealer add-ons. I have screen shots of both the Autotrader site and the Grubbs website that clearly shows an advertised internet price of $17,373.00 which they will no honor. This is extremely deceptive. It is a "come-on" price to get people to come to the dealership or contact them online. I believe this falls under the deceptive trade practices.

  Business Response

  Date: 01/07/2025

  Dear Mr. **************** are sorry to see that you did not get the price you expected.  If you had read this disclaimer, you would understand there may be additional cost associated with a purchase.  This is the disclaimer.
  
   All discounts are after qualifying Nissan incentives on current selections. Prices of the vehicles on this website does not include options and/or accessories that have been installed at the dealership, which will be an additional cost. Additional costs, tax, tags, processing fee, and destination charges are not included in the prices shown and may be applicable by law. All prices, specifications, and availability to change without notice. All prices and discounts are in stock units only. Please see Dealer for all details.
  
  We hope this clears up the matter.
  
  Sincerely
  Grubbs Nissan Management
  
  

  Customer Answer

  Date: 01/08/2025

  Complaint: 22327773
  
  I am rejecting this response because: This is simple bait and switch. They advertise a price which they will not honor to get people in the door. It is illegal. What they insisted on was that I purchase other warranty products from them - the advertised price plus the warranty add-on package. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:09/09/2024

  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.

  My new vehicle has been in the shop over 3 weeks and still not fixed. This vehicle is a lemon. I have only had the vehicle in my possession about 2 weeks before it broke down. This has been long enough and I do not feel this vehicle is worthy anymore. I went to the dealership that I bought it from and have expressed my concerns. They had the audacity to ask me if I wanted to trade it in. This is a brand new vehicle. That was an insult from them and the culture of that place needs help. I would like to cancel my loan as this car is obviously a lemon.

  Business Response

  Date: 10/05/2024

  Dear Ms ***************** are sorry for the delay in the repairs.  While we try to get the repairs done in a quick and efficient manner sometimes there are delays that are beyond our control.  But in the end, we wanted to return your vehicle back to you in the condition you expect.  I know you have picked up your vehicle and that it was in the condition you expected. We appreciate your patience and look forward to servicing your vehicle for years to come.
  
  Sincerely,
  Grubbs Management
  

• Initial Complaint

  Date:07/09/2024

  Type:Customer Service 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.

  This morning (07/08/2024 at around 12:00PM I unintentionally left my watch under the seat when I went in for service. Upon returning, THE WATCH WAS MISSING. The Service Manager was unable to assist and advised contacting the police, which I promptly did. Impossible to connect with the General Manager

  Business Response

  Date: 08/01/2024

  Dear **************,
  
  We are sorry to hear that when you were here to have your tire patched on your Nissan Versa that your Rolex watch came up missing.  We are aware that you filed a police report on the Rolex watch and we have reviewed the camera footage with the police.  They have also spoken to all employees that touched your vehicle.  At this time, we do not feel that it was taken by anyone at the store.  We process hundreds of vehicles daily and do not have any of these kinds of problems. We hope that perhaps you have misplaced the watch, and it has been found.
  
  Sincerely
  Grubbs Management.
  

• Initial Complaint

  Date:04/30/2024

  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 bought a 2017 jeep renegade that has ****** dollars worth of damage to the transmission and when I addressed the issue within my 30 day grace ****** I was turned away and ignored. I am now without a car because it is in the shop and I have to pay out of pocket for repairs and a rental car. The dealership is neglect.

  Business Response

  Date: 05/15/2024

  Dear ******************,
  It is my understanding you were having the repair done under the extended warranty at another shop.  Having an extended warranty can truly be a blessing, which is why we recommend them. I know you needed some help with the rental and that we did help with that.  I hope the assistance we provided has helped.
  
  Sincerely,
  Grubbs Management

• Initial Complaint

  Date:04/24/2024

  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.

  Bait and switch for new vehicle purchase. Two 2023 Nissan Rogue SV trim noted on website (one stock number was N28318). I reached out to dealership via chat to confirm the vehicles were available. I chatted with ******* and he said "it is here and available!@". Then asked when I could stop by - I informed I would be by at 12:15 today (Tuesday). I arrived at the dealership and asked for ******* and was given to a *********************. **** collected my information, I asked about the specific vehicles I was there to see and was taken to see *****. I had to provide my information again to *****. ***** said she was going to get the vehicle and would pull it up in front. I waited over 20 minutes and began walking the lot as the still had my driver's license so I could not simply leave. ***** found me in the lot and said they were getting the keys but we could go look at the vehicles. She walked me to the used car lot and showed me black rogues. I said was not there for a used car and showed her the internet advertising the vehicles, which they had confirmed were there. She informed me they do not have those vehicles but would I be interested in seeing anything else. I asked they discard all my personal identifying information and never call me again, and I left. This was a clear bait and switch and false advertising by the dealership. I have screen shots if needed.

  Business Response

  Date: 05/02/2024

  Dear **********,
  We are sorry to hear that your experience was not as you expected.  We strive hard to keep the inventory that is online up to date and accurate with descriptions and availability.  Unfortunately, there was an issue with the feeds from our main system to the websites that day.  It was never our intention to mislead you.  We apologize for this and hope you can understand that these things can happen from time to time.
  Sincerely,
  Grubbs Management

  Customer Answer

  Date: 05/02/2024

  Complaint: 21615212
  
  I am rejecting this response because: I had two people from their dealership tell me the vehicles were there.   Two.  One went so far to tell me they pulled the keys.   I drove 45 minutes each way to view these vehicles.  
  
  this is clearly a practice to pull people on their lot via deceptive advertising and a simple our systems were not working properly or whatever is not acceptable.  What specific business practices will be employed to not mislead one additional customer through lies and deception?
  Regards,
  
  *********************

• Initial Complaint

  Date:04/19/2024

  Type:Order 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.

  Today the dealership responded to a public ****** review and disclosed information related to my credit status. I signed a privacy disclosure saying no part of my credit will be disclosed to any third party.

  Business Response

  Date: 04/22/2024

  Dear ********************,
  We are sorry for any communication you feel was not correct.  We have made corrections to our processes and know we will do better in the future.
  Sincerely,
  Grubbs management

  Customer Answer

  Date: 04/23/2024

  Complaint: 21595569
  
  I am rejecting this response because:

  My part of my credit information is still public to google. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 04/26/2024

  Dear ********************,
  We have removed our comment on google.  Again, we are sorry for any communication you feel was not correct.  We have made corrections to our processes and know we will do better in the future.
  Sincerely,
  Grubbs management

  Customer Answer

  Date: 04/26/2024

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:04/17/2024

  Type:Product 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 4/09/24, I encountered a number of dishonest employees at Grubbs Nissan. "The Smile you bet not trust" ***************************** deceived me by claiming my car alignment was done when it wasn't. Despite holding the title of New Car Specialist, ******* seemed unaware of the 12/12000 mile adjustment warranty, which I had to explain to him. Following his instructions, I returned the next day to have ******* activate my Nissan Connect and check parts prices, but he failed to mention that ******* called off that day and neglected to offer assistance. Ultimately, I bought a vehicle elsewhere. Now, I started speaking to accounting where **** confirmed no refund request existed, I visited the dealership seeking information on my $15,780 down payment, suspecting they were stalling on reimbursement. Indeed, the next day I learned that some guy in accountant has reported to **** my bank had been notified him of a dispute submitted by me, which turned out to be false after verifying call to my bank with ****. *******, *******, and **** stood out as the most helpful individuals at the dealership, and their assistance was crucial in my decision to return the 2nd time to repurchase the car.

  Business Response

  Date: 04/22/2024

  Dear ********************,
  We are sorry to hear that things did not go well during your purchase.  You had signed the contract and agreed to the terms of the loan and the bank had approved the funding of your contract.  Once that is done it does take some time for the bank to cancel the contract.  Money must be returned to the bank before anything can happen.  Once that happens your credit report would have that loan release and any refund to you could then be processed.  We apologize for the confusion on the charge back we thought was yours.  I know you have since received proof that the refund was done so I trust you see that in your bank now.  Again, we are sorry that things were not explained or followed through as we expected or that you expected.  We have made corrections to our processes and know we will do better in the future.
  Sincerely,
  Grubbs Management

  Customer Answer

  Date: 04/23/2024

  Complaint: 21588413
  
  I am rejecting this response because:

  My concern is being lied about getting an email from my bank about a dispute that was set up by me.  Yes, i just received my money but the lies told needs to be addressed. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/19/2024

  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.

  On 11/18/23 I purchased a used 2018 Nissan titan xd. I put $1000 down on a $29,800 used vehicle. The buying experience was very expedient, so expedient that i did not notice essential components for safe operation were missing. Including a lugnut, spare tire kit, and ***** I also was not informed that the previous owner changed the tire size, this is problematic because the stock 17 steel wheels use a different lugnut than the 20 alloys that i bought it with. I only became aware of this after this most recent issue stated below. The spare is also still the stock 17. This has caused issues with me trying to use my vsc wrap warranty to rectify the issue. They are claiming the vehicle has been tampered with and refuse to honor the warranty. I also have had service issues. They had charged me for a tire rotate that was not performed, i know it wasnt because i had a slow leak in the front left tire which was still in that position. It took two more visits to finally get the rotate completed. On Friday February 9th my front driver side tire sheared off the lug studs and nuts after violent shaking. Luckily i pulled over into a parking lot and it broke off as i parked. Now they have gotten the new rim, ************* on but other lug nuts are backing out. No investigation, basically your vehicle is unsafe, come get it. Resolving this issue to me looks like getting a proper size spare, making sure all remaining 18 lug studs and lug nuts are the correct type for the 20 tires that were already equipped on the truck at time of purchase. This is beyond unacceptable. Please help.

  Business Response

  Date: 03/13/2024

  Dear **************,
  We understand that you were not aware that the vehicle standard wheel size was not the 20 wheels on the vehicle.  But I am sure you would agree that the look of the 20 is much better than the 17.  The lug nut pattern is the same for both wheels and a spare is meant to be for temporary use.  Wheels and tires are wear and tear items and are typically not covered by any warranty or vehicle manufacturers.  You mention that you felt we did not do the tire rotation and had brought the vehicle back to the dealership.  We did the tire rotation and alignment again which includes torquing the lug nuts.  The last time you visited us you told our Service Manager that you are a mechanic and had worked on the vehicle yourself.  You also stated that you had also taken it to Discount Tires and other None-Nissan facilities to have your truck worked on.   It was after that visit to Discount Tires that the wheel fell off.  We did help you put the wheel on  that fell off for free with the parts you supplied.  We stated that the other wheels had the same problem, having some deformation in the wheel, and suggested you replace all the wheels, wheel studs and lug nuts.
  Sincerely
  Grubbs Management