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:04/13/2025

  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.

  The car that I agreed to buy from this establishment was $17,995 it was 11:00 p.m. at night and they switched the cars on me not giving me a chance to test drive or look the other car over they kept pushing me into sign on it and telling me I was getting a better deal I later see that the car that they switched out it was full of hail damage and then I get a report on the paperwork that the underwriter would not show me he was just a verbally telling me what I was signing that they actually put in the loan for the car at $22,490 and then of course after taxes and titles and and insurance it came out to $28, 360. There's much much more to this story and how the day went I should not have signed the paperwork I asked for them to bring me my car the one that I brought in for a trade-in value so that I could leave and they would not bring me my car so that I can leave they can't pushing for me to buy their car and not even the car that I was interested in I traveled an hour with the trading car expecting to buy the car that I liked which was cheaper for them only to tell me that they decided they didn't feel like they should sell me the car they didn't feel safe about it and was pushing me to buy more expensive car I feel like I was scammed frauded and they took advantage of the fact that I was working 14 hours shifts I was in an hour away from home it was 11:00 p.m. at night and I had to get up at 2:00 a.m. to do another 14 hours shift

  Business Response

  Date: 04/14/2025

  To whom it may concern;

  I am responding to complaint 23199229

  Ms. ***** came into Granbury Nissan looking for a peticular vehicle and while there was moved to a differant vehicle which was more expensive and would like to have a smaller bill. 

  It looks like the purchase price of the vehicle that Ms. ***** bought was ****** as she said; she also purchased a service contract for ***** dollars and ************* for 995 dollars. Ms ***** can call into our finance department so that she can discuss the need for the additional items. Personally; it is a great idea to have ************* and a service contract for any used vehicle this gives the buyer better assurance and peace of mind to the long term functionality of the purchase.However, if Ms. ***** does not feel that she made an appropriate decision with these additional items our Finance managers can give her options.

  Thank You

  **** ******

  Operations Director

• Initial Complaint

  Date:11/12/2024

  Type:Billing 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.

  First I want to state that this has to be the worst customer service I have ever seen. On 18 Oct 2024 my wife and I went to have a issue with our 2019 Nissan frontier. Nothing major just a seatbelt issue. A salesman came and asked if we would be interested in selling our truck. I honestly was not interested but left it up to the wife. Any way we did trade the truck in on a 2025. That is when the headaches began. On the way home there was a high pitch squeal coming from what sounded like the dash area. We had to return to the dealer on the 21st to turnover the title for old vehicle. Mentioned the noise but since it did not happen on the way to granbury we did not push the issue. On the way home the noise again started. So once we returned home we call the service department at the dealership and made an appointment for the 24th. They had the vehicle for a few hours and even came out once to show a picture of the door that they had removed the cover from, not sure why the door cover was removed to diagnose a squeal coming from the dash area. Anyway after some time and a long trip they came back and informed us that the windshield had not been set properly when installed and would need to be reset to fix the issue. We were informed they would need to order the parts and we should call back the following week. Which we did and was informed they had the parts in they would need to fix the problem and made an appointment for the following day 2 Nov. We were there for about an hour and I noticed that there was a sign up stating that a 3% transaction fee on all cards. I commented to the greeters that it was illegal to charge a fee on debit cards. Anyway she got a little upset and raised her voice at me which caused me to do the same. About 10 minutes later a guy that claimed he was the operations manager. I tried to explain how the sign was not legal and he seemed to think that posting a sign gave him the right to break the law. There was a lot more that happened.tbc....

  Business Response

  Date: 12/04/2024

  To whom it may concern

  I am responding to complaint 22545318

  I beleive Mr. ***** spoke with our Service/Parts Manager (Fixed Operations Manager). We do have a sign that explains that we pass on the 3% charge that the ** processor charges us to all credit card transactions. When a card is ran as a credit card we are allowed to run the card with a service fee. Our system when running as a debit card and requiring a PIN to complete the transaction is set to not charge any additional fees. This might have not been explained well to the cashier. I will make sure that she is aware of the differances regarding fees for the various cards.

   

  **** ******

  Operations Director

• Initial Complaint

  Date:07/22/2024

  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.

  03/07/24- I brought my car into Granbury Nissan due to sunroof leaking water during rain on passenger side through the sun visor light, to the ground. It was actively leaking/wet when I brought this car in. They said they cleared the sunroof lines/drain tubes and that they were unable to find the leak in order to repair it & stated that they could not duplicate the problem and sent me on my way. 04/10/24- I had my car towed to Nissan Granbury this time due to the high amount of water leaking into my car due to water from the drivers side this time through my seat and flooding the floor board. They were able to clear the sunroof lines this time and said that it was caused from debri and dirt clogging those lines, but they said they cleared the lines 32 days prior so I am not sure how that is the issue. 07/08/24- I brought my car in again due to the passenger side leaking water through my seat, down to the ground from the rain again and coming over the headliner to the driver side. I immediately drove it to Nissan leaking water and soaking wet. They had my car for a week and 3 days and I had to reach out to them- Once again they said they could not find where the leak is and there is no water intruding into my car (which is a lie, because I brought it in leaking) and they did not see stains on my headliner. My headliner is full of stains from side to side and halfway to the back of my car. I filed 2 cases through Nissan Affairs' and they cannot process since Nissan Granbury is saying there is not an issue and no water is intruding into the vehicle. I even asked Nissan Affairs to replace my headliner at least and they will not do anything till I get Nissan Granbury to say anything is wrong. No one is willing to help me and I am very disappointed in the customer service - This is a *************************** Pathfinder with 34k miles on it and I cannot even drive it in the rain and my car is ruined.

  Business Response

  Date: 08/05/2024

  To whom it may concern

  I am responding to complaint ********. I spoke with our Service Director and he was unaware of the situation in detail and was not contacted by Nissan customer Care which is a standard procedure in these cases. Upon discussing the issue with ****************** he stated that given his knowledge of the situation the only resolution would be to be able to look at the vehicle again and attempt to recreate and diagnosis the issue. We are sorry that this issue has seemed to stretch much longer than it should have but look forward to resolving this issue.

   

  Operations Director

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

  Customer Answer

  Date: 08/05/2024

  Complaint: 22026298
  
  I am rejecting this response because:

  ****************, 

  I have been in and out of Granbury Nissan 3 different times with the Service Director, ************** involved in all three of those situations. on July 8th I dropped the car off with him personally because both of their service advisors were not available. I also have a statement from Nissan Affairs where they reached out to Nissan Granbury and it was declined since they had stated, "they did not find any issues with the vehicle". The person I spoke with was **** with Nissan Affairs, and here is my case #********. I would be more than willing to bring my car in again if someone could actually try and fix it. I would need an appointment along with a loaner vehicle, as this is my only source of transportation. If ************** could reach out to me directly on my cell phone to get something scheduled, I would greatly appreciate it. 

  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/01/2024

  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 04/06/2024 I purchased a truck and the door strip was coming off. I pointed it out and they took it back to service and said " oh, we fixed it with glue" it wasn't sticking out so I trusted they had. Now 05/30/2024 it is still hanging off and we went by the dealership to complain. The service people told me "we wouldn't have fixed it that night and certainly not with glue the whole thing has to be replaced and it's ******. I was lied to by their salesman. First off I was told 12% interest and it's over 18% and then there's the lying about the weather stripping. That gm then begins to talk to me like he is going to control me and I will do as he says.

  Business Response

  Date: 05/22/2024

  To Whom it May *************** am responding to complaint ********. ************** complains that she purchased a used truck from Granbury Nissan and that after the purchase she noticed that there was a piece sticking up and that she would like it repaired. The salesman then took it in the back and "repaired" with some glue and a few weeks later the glue came undone and the piece was sticking up again. She tried to get the service department to fix it again but they claimed that the piece would have to be replaced. She complained and was told by a GM that he would bend to his will. She also complains that she was told she would have a 12% interest rate on her financing and it turned out to be 18%.

  I spoke with our Sales Manager **** who was able to speak with **************. Based on the conversation that he relayed to me; ************** was being disruptive and his "attempt to control her" was him asking her to come in to the show room and stop ******* and making a scene so that they could speak. As to the condition of the vehicle and the piece sticking up. We address all safety concerns at the point of reconditioning of the vehicle and all used vehicles are sold AS-IS with a signed copy of all AS-IS documentation filed with the deal. As this piece was not a safety concern it would have not been addressed directly during reconditioning. Additionally speaking with **** he explained he was trying to come a solution for ************** when they were speaking but the situation did not lend itself to a polite conversation. I would urge ************** to consider having a discussion with **** directly and let him try to come to a fair resolution.

  As to the 18% from 12% on the interest rate. We have all interest ratings in writing on the buyer's documentation; no one I spoke with indicated that they told ************** a different interest rate than what was presented to her in the finance office. Often times when we present car deals to banks they have certain programs that customers can qualify for based of their set of qualifications. These programs can include reduce interest rates based on credit score, money down, loyalty, etc. None of these programs are influenced by the dealership as we do not finance the deal itself just assist the customer in doing so. If the interest rate printed on Ms. ****** signed documentation is different than what the current lender is charging I would recommend that she speak with the banks customer care representative and send them copies of that signed documentation. Usually our focus for the customer is making sure that they have the lowest payment in the lowest term that they feel is comfortable for them. The banks, as stated before, dictate the interest rate and while that does affect the monthly payment we cannot directly change that interest rate. I trust that the term and the monthly payment remain as promised to *************** and what is printed on her signed documentation.

  Thank You

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

  Operations Director

  Customer Answer

  Date: 05/22/2024

  Complaint: 21648135
  
  I am rejecting this response because:
  I will not speak with a man that thinks he will control the narrative and treat me with disrespect. This is the 2nd time he has done this to me on the first car he came out and said " listen we are gonna do this my way because I have the experience" this was done in front of my oldest son. I told my sales guy to get him away from me. His response was " I have no idea how he stays employed here. We get constant complaints on him."

  Then i went back and bought the truck. I am not going to " talk to ****" because he is a lunatic and I want a REAL supervisor to handle my complaint. I will ask on social media who else has had issues with him. I promise you i will NOT be the only one. After residing in this county  for 28 years, I can tell you that the amazing citizens of this county do not forget businesses that are deceptive and rude to their customers. Ask ***********!!
  Regards,
  
  *********************************

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2016 Chevrolet Malibu from Granbury Nissan on April 26th of 2023. I traded in the vehicle that I currently owned, which was a ******************* which I received $5250 for the trade in. I also put down $2200 in the form of a money order/cashiers check. The market price of the car was $14,750, and after my trade in and down payment, I am financing the car for $10,756.77 for 60 months making my monthly payment $282.83. The day I purchased the vehicle, I drove off of the lot very proud of myself for making this business deal on my own, when the check engine light immediately came on. I notified the dealership of this and they had me bring it in to repair whatever was wrong. They had my Malibu for 4 weeks to repair what they said was an issue with a "sensor" and when I picked the car back up, the check engine light immediately came back on. I have expressed my frustration, dissatisfaction and worries about this car on numerous occasions just to be told that there is nothing they could do. At one point, the car completely dies while I was driving 70 MPH down the highway. This faulty vehicle put my safety at risk, and I fully believe they sold me a lemon because the car is now sitting in my garage and will not start, or even turn over. I have put my own personal time and money into repairs just for the car to continue to break down or not run. I finally asked the dealership if they would accept a trade in and allow me to get something different, and I was told no and that they were not willing to work with me. This car has been nothing but problems since the day I drove off of the lot, is not worth the amount of money it would take to get it repaired and running again, and I feel very taken advantage of. I have made 7 payments on this car, $735.24 going towards the principal balance and $1272.85 in interest. I do not want to continue to make payments on a car that does not run when I feel I deserve help from the dealership, I need a working vehicle.

• Initial Complaint

  Date:02/01/2024

  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.

  1) Jan. 20, 2024 2) dealer price $57,882 & Internet $43,776 - sales price difference 3) used certified vehicle 4) did not honor Internet Price. Time restriction signing to capitalize on great price, rushed on weekend while I was in car going to event for evening 5) all dealership personnel contact via text, calls, email with no answer or contact 6) Vin# ***************** 7) CARFAX Internet ad 1/19/2023 I am a ********** resident who purchased this vehicle in ***** and had it transported. Since 1/20 multiple attempts to obtain detailed breakdown and wanted to resend transaction but ***** has no recission law, vehicle had not left lot when I had requested to void deal. After looking through paperwork noticed $14,000 difference in sales price, requested detailed breakdown how figure was calculated as all other charges were added in addition to extremely increased sales price. Reached out to financial institution holding lein and no reply. I feel this is a case of deceptive advertising and unscrupulous business practices. Since I am in ********** the feeling seems to be avoidance in hopes will go away.

  Business Response

  Date: 02/16/2024

  To whom it may concern

  *************** to complaint *******. Unfortunately the ads on Carfax are not official and all paperwork that ****************** signed did state the actual price of the vehicle. The price that was listed in the email was that of Carfax and not Granbury Nissan. I have pulled the documentation that was sent to ****************** and the price was listed ******** and that was the deal and paperwork that was accepted. It is unfortunate that ****************** did not see or understand the full terms of the deal before he signed but the documentation was clear.

   

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

  Operations Director

• Initial Complaint

  Date:01/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2022 Nissan Altima on December 5th, December 9th, I noticed a large dent on the unibody of the car that had already started rusting. I had not been disclosed anywhere in my paperwork or word of mouth about the dent, CarFax report was showing accident/damage free. I contact my salesmen via text and send him a picture of the dent, then start asking for inventory pictures. I was told they don't keep them after a car has been purchased, I schedule a appointment at the dealership's collision center for January 3rd to get the dent looked at and quoted. After it's quoted for $1,173, I go back to the salesmen and again request to see the inventory pictures because if this dent is not my fault, I was sold an over-valued car. It was repeated there was nothing they could do since I was sold the car "as is".I tried calling January 5th twice, told by someone named "*****", I would get a return call from the manager in charge, and never received one.

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair 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.

  I bought a pre owned vehicle from Granbury Nissan on November 29th. within an hour the vehicle started knocking and ticking from within the engine bay. I immediately took it back. No, the car didnt tick on the test drive but I didnt drive it very far. They kept it overnight and told me itd need a new motor once my warranty kicks in in 30 days. I then let the car sit for a day and the next day started it up. It didnt tick. It didnt tick until about an hour of driving it. So, therefore it was a pre-existing issue and should be treated as one. I went back up there and tried to get a different outcome other than the backhanded and belittling remarks the dealerships employees had left me with. Within the papers I signed it states that I have a 90 day ***** miles warranty thats active as soon as I drive it off of the lot. Theyre obligated to honor that statement and have failed to do so. I am now left with a broken car until my warranty is active in 30 days. No responsibility was taken by the dealership.

  Business Response

  Date: 12/20/2023

  We have contacted the customer and the family representative to rectify the situation.

   

  Thank you

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

  Customer Answer

  Date: 04/09/2024

  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:12/04/2023

  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.

  Lease contract signed back to Nissan Nov 1. As of Dec 4, Nissan Finance does not have any paperwork and did not only not pay off the remainder of the lease as defined in the contract, but will not provide any update on the matter. In addition, went in early Nov, taking off work to do so, to sort other concerns, to which a check was to be mailed out. No word on that. Nov ****************************** and requested it to be mailed out. No word since. Called numerous times since. Every time I have called it is relayed that someone will get back to me, but there is no response. When attempt to escalate, they say they can only help if I take another day off work and come in.

  Business Response

  Date: 12/15/2023

  To whom it may concern

  *************** to complaint ********. I was able to talk to our title/registration department about this issue. From what I was able to find was that the plate and paperwork were sent out, but were lost in the mail. The title clerk and runner were actively in the process when I received the the complaint. I confirmed with our Accounts Payable and title clerk that they were coordinating sending the replaced plates and the check. They were able to send both overnight and hold the tracking information should anything occur again. Additionally our Office manager was able to get in contact with the customer and explain the situation.

  If you have any additional questions please feel free to contact our accounting office!

  Thank you

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

  Operations Director

  Customer Answer

  Date: 12/18/2023

  Complaint: 20955806
  
  I am rejecting this response because: The business left out our almost daily (on avg) attempts to get a hold of them and resolve teh situation with no response.

  They then proceeded to cancel the check that was sent out and I am now not only to get an unwarranted credit report hit, but I am short $2,557.48.

  After many more calls finally got a hold of someone and they will resend, but if it takes as long as the first check, I will receive in about 5 weeks minimum.

  
  Regards,
  
  ****************

  Business Response

  Date: 12/20/2023

  I would like to thank Mr. ***** for his continued patience as our accounting department who have 3 times issued checks and spoken to you multiple times are doing everything in their power to assist. I am also very sorry that there was a confusion with the multiple checks that you tried to deposit and/or disposed of. Thank you for your communication and I hope that going forward communication will be to your satisfaction. Please note that the 3rd check that we sent will be coming in the next few days should be able to be deposited and should not be destroyed.

   

  Thank you

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

  Operations Director

• Initial Complaint

  Date:07/27/2023

  Type:Delivery 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 is so weird. Bought a a car here and Im unable to get my license plate from them. I have called four times with conflicting versions. One *********** is confirmed on your mailbox. It isnt. Or will come by 9pm. It doesnt. What is their motivation for this dishonesty? Seems out of spite. *************************** is a manager already shared it is just fine (he doesnt care) to file a complaint with the State, so doing that. Buyer beware before purchasing here. Family owned isnt necessarily a good thing when it comes to internal accountability.

  Business Response

  Date: 07/31/2023

  To whom it may concern

  *************** to complaint ******** regarding the delivery of *********************************** plates. The car deal occurred on Friday 6/23/23; typically title work and filing with the state takes approximately 30 days and I have records show that the plate was onsite at Granbury Nissan on 7/14/23 ready for pickup less than 30days after the deal completed. The shipping label was printed on 7/21/23 and processed 7/25/23 by the ***** The delivery dated listed by **** was 7/26/23 with tracking number 9405511206203263771350. 

  To further explain time lines for general information. The state allows 30 days for processing of deal and title paperwork. This gives the dealership time to make sure that no additional processes are needed and gives the state time to process the deal, registration, and title for the new purchase. The processing of these titles with Hood county originates from our ********** office and when the plate is generated it is sent to the Nissan dealership (in this case the plate arrived on 7/14/23 in Granbury). We typically hold the plate for no more than 2 weeks; during which time we will attempt to contact the client. If the client requests or the 2 weeks elapses we will mail the plates with tracking to the customer's listed address (which occurred on 7/25/23 and arrived at this address on 7/26/23 according to the tracking).