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:03/26/2025

  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.

  Bought a used Nissan 2023 Rouge inn of last year did not know the had been wreck they would give a car fax

  Business Response

  Date: 04/11/2025

  The vehicle was in a very minor accident. We can trade the customer out and into another vehicle, but we cannot exchange years after the purchase. We would love to help trade the customer if they would like to get into something newer and nicer! Thanks!

• Initial Complaint

  Date:03/11/2025

  Type:Order 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.

  originally purchased a vehicle from **** Cooley on 9/8/24. There were numerous adds onto my contract that I subsequently attempted to get resolved by cancellation at the dealership. After a number of visits to the dealership and brush offs, I was was finally able to meet with the Finance Manager, ***** Nogress. It was required that I cancel all add on products through the dealership. The cancellation was completed on 12/4/24. I followed up with the Finance entity Nissan ******************** to determine if cancellation funds had been applied to my account to reduce the balance. I was advised this process would be completed in about 6-weeks. I followed up the dealership, **** Cooley and was advised the Finance Manager was no longer employed at the dealership. After several follow-ups with Nissan, funds have still not been received..

  Business Response

  Date: 03/12/2025

  Hello!

  I am terribly sorry you had such a poor experience, and the ball was dropped by an associate who is no longer with the company. By chance do you have the cancellation agreement you filled out and signed back in December? If so please scan and email that to me. If not let me know and I will send you a fresh copy that I will personally help you with and get to our cancellations team.

  My email is ************************************.

  My apologies once again, but I will work with you to get this matter resolved.

   

  Respectfully:

  ******

• Initial Complaint

  Date:02/01/2025

  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.

  I have 2 witness for the complaints will advise with an attorney

  Business Response

  Date: 02/03/2025

  Mr. ******** you did not let us know what the complaint is so we can respond.

• Initial Complaint

  Date:12/23/2024

  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.

  We purchased (paid for in full) a certified used 2023 Nissan Frontier SV, VIN ***************** with around ****** on the odometer. Upon arriving home in ********, we realized the vehicle had no spare tire. Called dealership and issue never got resolved. After around ***** miles of use, vehicle began making noise in the drivetrain. We took it in to our local Nissan dealer on 27 Nov 2024. The dealer has so far replaced the rear differential and has a transfer case on order. Vehicle is still out of commission and at our local Nissan dealership as of 23 Dec 2024. 11 Dec 2024, we received a letter from the State of Arkansas stating that the Bill of Sale is indicating a lien is on the vehicle. We complained to Clay Cooley Nissan and ****** **** (general manager at Clay *********************** wrote a letter to my wife stating that there is no lien on the vehicle. My wife then forwarded the letter to the State of ********. ****** neglected to sign the letter and it was rejected by the State of Arkansas. My wife then wrote ****** stating that he needs to address this matter. ****** has since signed the letter. We are currently waiting on a decision from the State of ********. Neither Clay Cooley Nissan nor ****** **** are being proactive in resolving this title discrepancy, rather they are having my wife and I mediate this issue between them and the State of Arkansas.On 16 Dec 2024, ****** was dismissive of my complaint regarding the warranty issues. He stated that it was covered under warranty and that Clay ********************** would have replaced the parts under warranty as well. ****** did mention that he would have a new spare tire sent to me. As of 23 Dec 2024, we have yet to receive the spare tire.

  Business Response

  Date: 12/26/2024

  The spare tire has been mailed.

  All issues have been handled in a prompt manner.

  Anytime the customer reaches out to us, we do everything in our power to help the customer.

  Thanks

  Customer Answer

  Date: 12/27/2024

  I am rejecting this response because the vehicle is unable to be driven.  As of today, 27 Dec, the vehicle has been at our local dealership being fixed for over one month. This was a Certified Preowned Vehicle from Clay Cooley Nissan.   It makes me skeptical as to how in depth the inspection Clay Cooley Nissan did if both my rear differential and transfer case are bad after only 5000 miles of ownership (vehicle only had a little under ****** miles when purchased).  It also makes me concerned that the front differential is living on borrowed time as well.

  Furthermore, Clay ********************** has not laid out a game plan as to how they are going to resolve the title issue with the State of Arkansas.  It appears that they will not be proactive in resolving the title lien issue but rather wait for me to communicate with them as to what the State of Arkansas wants. If this issue is not resolved, then this vehicle will not be able to be driven legally either.  What is Clay Cooley Nissan going to do to resolve this title issue?  We spent over $29,000 on a vehicle from Clay Cooley Nissan and we DEMAND a clean title!

  We did received the spare tire on 24 December.  I don't know what metrics Clay ********************** uses for "prompt service" but if they consider having us wait over 2 1/2 months to receive the spare tire as prompt service for delivering a spare tire, well that seems a bit long of a time for customer satisfaction.  In addition, having a spare tire is fine and dandy, but it is really pointless at this point and time if the vehicle is unable to be driven both mechanically as well as legally.  

  In closing, Clay ********************** should just buy back the vehicle as the state the vehicle is currently in is unable to be driven, through no fault of ours.  Clay Cooley Nissan is responsible for the title and Clay Cooley Nissan is responsible for selling us a vehicle with major mechanical issues.  Clay Cooley Nissan may be patting themselves on the back for ordering a spare tire for us but they completely ignored the outstanding title issue and mechanical failures plaguing the truck.

  Customer Answer

  Date: 12/30/2024

  19 Dec 2024, the State of Arkansas sent us another notice regarding the outstanding lien that Clay Cooley Nissan has.

  Business Response

  Date: 01/08/2025

  We are sorry the customer feels this way, but the vehicle is still under warranty, and will be for quite some time. We the dealer have made every good faith effort to make this situation right, and a refund at this point is simply not possible. We will still help the customer in any way we can until their concerns are all met.

  Respectfully:

   

  ****** ****

• Initial Complaint

  Date:11/28/2024

  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.

  I am writing to formally file a complaint against Clay Cooley Nissan Lewisville regarding a troubling experience I had with their sales team, specifically with a salesman named *****. On November 27, 2024, I contacted the dealership with the intention of trading in my vehicle. However, due to the unprofessional conduct I encountered during my interactions with *****, I decided that I no longer wished to proceed with any deal. I communicated my decision clearly to the dealership, expressing my desire to withdraw my credit application and my interest in completing the trade around 3:42pm.Despite my explicit request to refrain from submitting my credit application to banks, I later discovered that Clay Cooley Nissan Lewisville had proceeded to submit it anyway. This action was taken without my consent and directly contradicts my wishes, causing unnecessary complications and concerns regarding my credit.Additionally, I would like to highlight that my experience was marred by what I believe to be false advertising practices, which contributed to my decision to disengage from the transaction.I hope that the Better Business Bureau can assist in addressing this matter and ensure that Clay Cooley Nissan Lewisville is held accountable for their actions. I appreciate your attention to this issue and look forward to your response.

  Business Response

  Date: 12/02/2024

  This complaint needs to go to Nissan of Lewisville NOT Clay Cooley Nissan in ******. Can you open in the right dealership.

• Initial Complaint

  Date:11/06/2024

  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.

  Oct 22, 2024 I financed a 2022 ***** Malibu them, the next day Oct 23, 2024 the engine light comes on. I went back Oct 24, 2024 and was told to bring the car back that following Mon Oct 28, 2024. Mon I take the car back around 12, 12:30pm they work on the car till about 5/6 pm. They let me know that they are able to get the light off but not sure what was wrong and they asked me to bring the car back Wed to see the senior tech. I drop the car off first thing wed oct 30 9:30 am as scheduled they kept it till about 5pm called and told me it was ready it was evalue problem. But as my dad inspected the car we notice they car had been Damaged on the passenger doors outside had been hit. I let them know they told me to drop the car back off Oct 31. I got the car back Sat Nov 2 all of the Damage had not been corrected. But the engine light was off. Yesterday Nov 5 I got to break turn my car on the engine light is back on, and its driving funky. Nov 6 the car didnt want to start it took like 10 mins, I dropped the car off at 2:00 pm. I paid 2500 down my payment are 521. I express my frustration they man tell me Im lucky they are helping. Everyone was so nonchalant of wasting my time and money I having to change my schedule at work. Honestly think they sound me a lemon.

  Business Response

  Date: 11/07/2024

  Can you bring the vehicle in for me to get my Shop ******* to look at it, and we can see what code keeps triggering the check engine light?

  We will get you taken care of!

  Ask for ***** ********* when you come up to the dealership.

   

  Thanks

• Initial Complaint

  Date:10/15/2024

  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 brother purchased a vehicle from this place a 2022 mercedez, a week into driving the car tire started losing air and after a inspection at a tire shop they found the rim to be cracked and welded together, we informed the business and they never inspected the vehicle when it was traded it or else they wouldve encountered the broken cracked rims. After a talk they took it in for repairs, took about a week after another week the back driver side rim was also leaking air due to a crack. They blamed us and the pre owned vehicle director and assistant ***** and *** were blaming us for the cracked rims like we were driving into potholes and blaming the dealership. After long arguments they took it back in for repairs, another 2 weeks the air started leaking out again due to faulty c*** repairs from the company they use. Not only is it dangerous to be driving the vehicle no reimbursement from missing work, driving there and back and time wasted due to their negligence of safety in their vehicles. Now as of 10-11-24 another repair is back and forth with the same tires cracking and leaking air meanwhile our car note is the same but have only ever driven it for 2 weeks of the month and a half of owning it. Instead of buying new tires for the safety of their customers they are repairing a unsalvageable car tire and risking our lives when it is "repaired" this business practice is dangerous to customers.

  Business Response

  Date: 10/16/2024

  We are in the process of ordering a replacement rim for the vehicle. We apologize the vendor who attempted a repair did a poor job. We are going to make this customer happy.

   

  Thanks 

  Customer Answer

  Date: 10/20/2024

  I am rejecting this response because:   it has officially been a week of having the vehicle in their yard and we have yet to get any straight update about what's going on during the process of acquiring a new wheel. Also no update or answers  on any reimbursement of not having the vehicle for almost a month since owning it we might have to contact the bank to get a better response due to no one stepping up and contacting us about exactly what is happening. Any update would be appreciated.

• Initial Complaint

  Date:09/04/2024

  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 car from Courtesy Nissan **********. I have a 2018 ******* Sonata. The day I purchased the vehicle I drove it home and it had no engine coolant in the reservoirs, no wind shield wiper fluid, the cars breaks are squealing, I went back to address the situation with the fluids not being filled. The manager ****** refilled it. I also said something to the sales manager ***** about the breaks making noise and he said they are okay. The next day I went back again and told them about the breaks they said there wasnt any thing wrong with the brakes and that they passed inspection. Now the car is barely starting. I requested that I wanted to exchange the car for something else ***** said he would call me back. I am still waiting on a return call giving some type of explanation. They have given me nothing but the run around.

  Business Response

  Date: 09/05/2024

  Dear *******,

  Thank you for reaching out. My name is *****************, and I am the General Manager here at ******** Nissan of **********. It seems there may have been a mix-up as your vehicle was purchased from us but you posted the complaint on a different dealership (Clay Cooley Nissan). However, I want to assure you that we are more than happy to assist you in switching to any other vehicle.

  
  I will be giving you a call shortly to discuss this matter further. If, for any reason, I am unable to reach you, please feel free to contact me directly at ***************************************** or ************. I look forward to resolving this issue for you promptly.

  
  Best regards,
  *****************
  General Manager
  

• Initial Complaint

  Date:08/06/2024

  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 called roadside assistance, battery was dead. I was advised that when the car started, it would not restart without a new battery or another jump. I drove directly to Nissan Clay *********************** I advised ************** needed a new battery. I stated that the service department had installed the battery, which is now dead. After stating I did not purchase a battery there, he said my 3-year warranty had run out. I said I only bought the battery in 2020. He was dismissive and quoted me a price. I disagreed with the price and went to Auto Zone. Once at Auto Zone, I learned my battery had an 84-month warranty; it was right on the battery. I took a picture. I called Nissan, received an answer, and was transferred to another department. As I write this complaint, I remain on hold for 4 hours, 0 minutes, and 27 seconds. No response from the employee who placed me on hold while he spoke with ******. I called Nissan while at Auto Zone to advise of the warranty. That's when the hold time began. I returned to Nissan and spoke with *****. He unrealistically suggested that after Nissan wasted my time, I return to Auto Zone, have them uninstall the new battery, retrieve the dead battery, reinstall the dead battery, get a jump, and return to Nissan a third time. He gave me a $75.00 credit, but that does not cover the difference in price due to Nissan's mistake. I want Nissan to pay me the total amount of my new battery since ***** suggested that if I jumped through hoops, he would replace it at no cost.

  Business Response

  Date: 08/07/2024

  We spoke with the customer and explained how the ******** battery warranty works. We kindly suggested that she return to AutoZone to retrieve our Nissan battery, and I offered to assist with the charges for the battery replacement. She refused, mentioning she had the worst experience with the AutoZone staff. We explained that this was the only way we could help her. We then offered her a service credit equivalent to the cost of the battery through our dealership.

• Initial Complaint

  Date:07/29/2024

  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.

  While purchasing vehicle they assured me as if we are a family. Now, I have tried calling their finance department more than 20 times in past 1 month and I could never get to talk to their finance team. Their sales team explains everything clearly to you, but finance team dont know what the sales team assured to the customers. I was told 36 months terms for my vehicle financing by sales but finance guy put 72 months and later when I called them they said they cant help me with it. 2-3 months ago I cancelled all the services and I was told I will have $5000 deducted from my account but it shows the regular principal amount. Their finance team Shucks.. please give me call, ************************* **********,, better email.. ************************

  Business Response

  Date: 07/30/2024

  One of our finance team has already been in touch to help get this resolved. If it is not resolved please reach out to ********************** and we will get this taken care of ASAP!

   

  Thanks!

   

  ******

  Customer Answer

  Date: 08/06/2024

  I have reviewed the business response and accept this resolution.  
  thank you BBB. Because of you I got a call back right after the complain. 

  Customer Answer

  Date: 10/15/2024

  My case is not resolved yet. I was told that I am going to receive pretty close to $5000 which would be applied toward my principal amount. However, now they are offering me only $3,421.71. 
  

  I had submitted my service cancellation request before 2/7/2024 through phone call. All the required documents were signed and picture of odometer reading was also sent on the same day. I was confirmed that all the required documents were completed. 
  

  However, its been almost 8 months my case has not been resolved. I was told it would take only 3/4 weeks to resolve the issue. Also, At the time of cancellation I was assured that I wont be charged interest, APR, on the amount that I was going to receive, however I have been paying interest on that amount for no reason. 
  

  Now they are saying I told took services after cancellation date, which is true; two oil change and one tire rotation. If my service was canceled on time then nobody would do free servicing. I am still willing to pay for one tire rotation and two oil change if I receive whatever the close to $5000 I was suppose to receive and also return the interest amount I have payed so far on that amount. 
  please take care of your customers not only at the time of selling products, but latter as well. 
  Thank you for your help in advance 

  Business Response

  Date: 10/18/2024

  Unfortunately we cannot provide a FULL refund, as TWO oil changes have been performed.

  Please see below from our cancellations dept.

   

  Hi ******,
  
  I spoke with the customer about his cancellations a few weeks ago (please see attached email). We received his cancellation request and were able to cancel the *** and T&W contracts. These refunds totaling $3,428.71 are ready to be sent to NMAC.
  
  The PPM cancellation is pending review by ***** because the customer wants the contract canceled on Feb 7, 2024, but hes already used two (2) of the oil change/tire rotation services in Feb 2024 and again in July 2024 (the customer has eight (8) services remaining). I have submitted the request to cancel the maintenance contract, but it is based on when its received, and the refund will be prorated. The system generates a refund quote (see below) but NESNA has not provided an *** on a refund, if any.
  
  Here is the total refund breakdown:
  
  
  
  
  
  
  Thank you,
  ****

  Customer Answer

  Date: 10/18/2024

  I am rejecting this response because:  If my service was cancelled on the date I requested, how would I be able to take service for free. Your system didnt allowed cancellation because you guys put the multiple cancellation which is not my fault. 
  

  I went to service center and was trying to pay for my service but the dealer told me I dont need to pay, but I should contact the dealer where I purchased my car. I called more than 20 times, record can be checked, to talk to someone in finance department to make sure my cancellation is in progress, but I couldnt reach out to anyone, left voice message requesting call back and email as well. However, I finally got a call after I posted my first complain in BBB. 
  I want whatever the close to $5000 was promised and any interest I have paid so far since the cancellation. Your finance man told me there would not be any interest in the amount I am suppose to get refund after the date of my cancellation. At the first time I talked to him, he said cancellation takes 4/6 weeks, buts it took 9 months to cancel the service. 
  this business took time just to make me pay more interest. 
  I rated your business 5 star after pitching vehicle because I got good pricing. Then later I find myself doomed when my lease term expires as more than 72 months than what the  48 months I agreed at the end with the salesperson. It was almost dark , my phone was dead, I dont know way to home so I hurried to sign believing that you guys would do the same contract based on the final negotiation agreement that the salesperson provided to your finance team. 
  
  

  Customer Answer

  Date: 10/29/2024

  Its very unfortunate that I experienced the worst thing with Clay ********************************** wanted ti refinance my vehicle a long time ago, however, there was an additional issue: lease term. I am making payments based on 72 months finance term, but I am getting charged as if its a 48 months term. I want to get this fixed to 48 months please so that I can refinance with a lower interest rate. Thank you!