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Complaint Details

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Initial Complaint
01/30/2025
Complaint Type:
Service or Repair Issues
Status:
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.
These people from the dealership call every week soliciting to to buy my car-its harassment. They're slow and half mentally challenged. Every time the sales **** call I tell them to remove my number from ALL SOLICITATION and calls. They continue to ignore, they're rude and I have to go off and continue to call since I purchased my vehicle since 2014. A *****, whom sounds like hes mentally challenged doesn't understand-DO NOT CALL ME,called back 3 times after i hung up on him. He said you dont have to insult me and said if you dont want to insulted do call! Hes slow and cant comprehend. This dealership is running a scam and was running scams when I purchased the vehicle when I said no to a warranty and falsified features on the car, they lied about a employees in which did not exist. They better leave me alone as I will file a police report for harassment, This little boy better stop calling or i will escalate this dealership to the Attorney general as well. STOP CALLING ME! U WILL NEVER GET BUSINESS FROM ME EVER AGAIN
Business response
01/30/2025

To Whom it may concern,
My name is *** ***********, and I am the General Manager of Clay Cooley Nissan of Lewisville.
Our records indicate that this consumer is on the store DO NOT CALL LIST, DO NOT EMAIL LIST and DO NOT TEXT LIST.
Our records also indicate that the last time this consumer was contacted by anyone from this store was on 04/17/2023 @ 1:11 pm.
I have attached a snip of the call log for your review. Please let me know if there is anything else needed to close this compliant.
We have no desire to upset anyone.

Thank you,
*** ***********
General ****************************************************** line: ************
Initial Complaint
12/09/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a 2024 Nissan Kick from **** Cooley Nissan which was a total loss due to an accident on 3-6-2024. I purchased supplemental insurance through ********* for $1,995.00 which should be refunded (minus time from purchase date) I have been to the dealership 5 times in an attempt to cancel this policy # SLXA50892590 with no results. It takes 6-8 weeks in order to process this refund which can only be cancelled by going in to the dealership. This is feeling very much like a scam and I am wondering why this is excessively difficult and time consuming.
Customer response
12/19/2024
This complaint has been resolved and I have finally been paid for the unused portion of the supplemental insurance policy. Thank you
Initial Complaint
12/06/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received an email from the dealership quoting the price of a a 2024 Nissan Rogue for $29,998, VIN number *****************. While discussing the purchase I was advised by manager *** ********* that there would be approximately $2400 in additional charges for Clay ******* ancillary services (return guarantee, key protection, paint chip repair, etc) and that this was a mandatory purchase. However this is blatant fraud as the dealership website lists these services as free to their customers. The exact verbiage is: All of the foregoing are included with every purchase, new or used, at all **** ****** dealerships at no charge to our customers for the first 12 months of your vehicle ownership. These warranties may be extended at the time of your purchase. I have copies of my quote, the email from the dealership, and this discussion was witnessed by my family and my salesperson Ariyanna (who was very nice). Id like a written explanation from the General Manager of the dealership, including an apology, and disciplinary action taken with this individual for these bait and switch activities.
Business response
12/26/2024
*****,
Please let start this email by saying "I'm sorry that we failed you and your family." It's apparent that we could have done a better job of explaining our "Family Guarantee to you and your family.
Unfortunately, I wasn't the General Manager of the store during your visit. I assure you that we will address the topic formally in our sales process and the lack of knowledge and understanding of our family guarantee will be addressed in multiple training sessions for all. Your complaint has been acknowledged by our corporate office and discipline action will be taken by our HR Department.
Thank you for making the time to write your complaint, your voice matters to us.

Sincerely,
*** A ***********
General Manager
Nissan of Lewisville

Customer response
12/26/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
09/28/2024
Complaint Type:
Order Issues
Status:
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.
Failure to Cancel Warranties:I applied for a cancellation(June 27th, 2024) of the warranties over 12 weeks ago, but the dealership has not processed the cancellation. Despite numerous follow-up attempts, I continue to receive false promises and excuses with no resolution in sight.These actions have caused me significant financial and emotional distress. The deceptive sales tactics, lack of transparency, and failure to honor their commitments constitute violations of consumer protection laws and good business practices.Failure to Provide Key Replacement:As part of my purchase, I paid $1,500 for an insurance package that included key replacement. Despite this, I was informed that I had to obtain the key from another location (the Galleria), which I never received. Repeated attempts to resolve this issue with the dealership, including contacting the salesperson who sold me the vehicle, have been unsuccessful. This has rendered my vehicle undrivable and left me without the key replacement I was promised.
Business response
10/24/2024
The customer was wanting to get a key under our Family Guarantee Policy which does replace the key if lost but it wasn't lost, he only had one key when he purchased the vehicle. I've explained this customer numerous times.
Attached is the check that was issued for the Warranty refund in the amount of $2,920.00 dated 09/24*/2024.
Initial Complaint
11/27/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a car there mid September this year. I told the dealer I am moving states shortly after and need my plates and registration delivered to my new address. I called to see if they were on the way 6 weeks later. The receptionist was very unprofessional and rude, no proper business greeting on the phone, she waited until the last ring and only said your plates are on the way. I made sure to ask if she had the correct address down because I had to repeat and correct her 3 times. I called again weeks later and spoke to a man this time, I asked him what the status was and told him what happened with the receptionist. He said theres no woman that works here that couldve answered the phone. I told him what exactly she said and how she answered the phone then he just sighed heavily on the phone. I was then was given a 30 day extension. This extension expires December 2, I just called again to see what the status was since its a week away. She gave me the tracking number, it says insufficient address. We spoke again on the phone and all she kept saying over and over on the phone is to call **** to see which address they sent it to. I asked her why does that matter when they clearly sent it to the wrong address and I still need my plates. She said well all I can have you do is have you wait again until the 2nd to get another extension, again very unprofessional and rude and its a yelling match at this point. I asked for the general manager this time and she said hes busy at the moment so Im now waiting to see if shell even let him know about this interaction.
Business response
12/01/2023
The title clerk received customers plates yesterday 11/30/2023 and has emailed customer asking her to provide her correct address for plates to be sent Federal Express. The customer will be provided a tracking # via mailed.
Initial Complaint
11/24/2023
Complaint Type:
Service or Repair Issues
Status:
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.
10/10 Went to the dealership to test drive a carand sat for 2 hrs while they told me they were working on my financing, also had my keys to my 2018 ****** At 7 they told me they were closed, the finance ***** and I could drive the 2023 Kicks that I like, home for the night and do the paperwork tomorrow. Not sure why I agreed to that but I did.I show up the next day to see if I was approved, because when I called my new sales rep ****************************** he didn't know. When I got there around 5 it was another 1.5 before anything was done. I was told by ***** the sales mgr I needed to keep my payments at 450 or under and he agreed but come to find out he really knows nothing out the finacing part of it. *************************** came and got me finally and let me know he had just gotten my paperwork...it had been almost 24hr since I was there. I know, all kinds of red flags right. I tell them my payoff which is 12676.00.On 10/12/23 I was laid off from my job and came back and ask to return the car, but they said NO, even though they "offer a 3-day or 150 mile money back guarantee on a new or used car", Right on all of their websites and on all commericals, but I was denied by ***** the new GM. He told me he would fill my car up with gas and make a payment and I agreed, because I thought there was no other way out, but since then I know better.Then my credit union who had my ***** kept calling me saying my car had not been paid off yet. Finally ***** it was paid off but not all of it, they only paid a partial amount leaving me 74 to pay because it took them so long to pay, looks like I owe the rest....are you kidding? Then I find out that the dealership hasn't even called for a payoff price,they just guessed from what I told them. Also the credit union wont release the title till its paid. You know what, I don't care if they get the title at all. As a consumer, I have right just like all these other people and from I know and see on here, they are crooks!
Business response
11/28/2023
**************** purchased her vehicle at Nissan of Lewisville not ****** Nissan please remove from ********************* Nissan and submit into Nissan of Lewisville. I did contact customer this morning.
Customer response
11/28/2023
The reason I thought it was ********************* is that this Nissan of Lewisville is advertised as ********************* Nissan of Lewisville. Do I need to file another complaint under Nissan of Lewisville? Now I am wondering, are they using their name under false pretenses as when you ****** Nissan of Lewisville it comes up under ********************* Nissan of Lewisville. I bought my car from Nissan of Lewisville, but it states on the Nissan of Lewisville that if you want to return your car after 3 days you can. I am attaching a picture of this and it is date and time stamped...so who do I file my compaint with?

Customer response
11/29/2023
I am rejecting this response because: There has not been a resolution or than I have filed a complaint now again Nissan of Lewisville.
Customer response
12/11/2023
Just wanted to check to see if you ever heard back from ********************* Nissan of Lewisville or Nissan of Lewisville whichever name they are doing busines today. I will be filing a complaint with the *********************** if we don't hear back from them...
Business response
12/15/2023

At ********************* we have a 3 day return policy or a 7 day money back guarantee. Unfortunately ***************** came in later than the time period. She did tell us that she needed help making a payment, and even though under no obligation we made her first payment for her to assist with customer satisfaction. She returned again a month later asking us to make additional payments. When we refused she has continued to escalate complaints.Unfortunately there is nothing additional that we can do for this customer.,

Customer response
12/15/2023
I am rejecting this response becauscke: I came to the dealership the first time on Monday ****, came back on n-10 to sign my paperwork, and returned on ***** the day I was laid off from my job. My adult daugther came with me as a witness. I ask if there was anything they (*****) could do for me such as trading it in or returning it and he told me NO, but that he could give me gas and make a payment and thinking that was my only option, I said OK. He told me I could come back the nexe t Friday to get gas again but I decided I had no reason to go back over there. All of this took place from ***** to *****...2 days!
I have since found out that the numbers on my purchase are not correct as far as how much money I put down. Isn't that illegal? Fraud? Falsifying documents? No wonder ********************* has so many locations, he has people working for him that are not being truthful and scamming these people. There are many reviews on ****** and other websites about how bad sales and service are and I can see why. Its not right to treat people this way.
Business response
12/19/2023
Again, we have a 3 day return policy or a 7 day money back guarantee. Unfortunately ***************** came in later than the time period. She did tell us that she needed help making a payment, and even though under no obligation we made her first payment for her to assist with customer satisfaction. She returned again a month later asking us to make additional payments. When we refused she has continued to escalate complaints. Unfortunately there is nothing additional that we can do for this customer.,
Initial Complaint
08/24/2023
Complaint Type:
Service or Repair Issues
Status:
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.
We purchased our vehicle on August 23rd of 2022. The windshield had 4 pits and a crack which we discussed with our salesman ***********************. He ensured us the windshield would be replaced the following week when ****************** was back Aug 24th Finance company would not push through the financing without a solid date of when the windshield would be replaced **** back and spoke with ******* who said the service department would reach out to me in the next few days. Aug 26th Finance company still needed date of replacement windshield went back to ***************** sent someone to AutoZone to get a repair kit - *********************** and ************************* filled the pits and crack and ensured me that I would hear from the service department the following week. Aug 29th spoke to ******* on the phone and he swore he put the service request in and they would be calling. Sept 24th - Nissan called to inform me my plates were in. I drove to get the plates and spoke with ******* and another gentleman from the service department in regards to the windshield I was told the windshield would be replaced the following week and ******* took a photo of the front of my car Sept 27th ******* texted requesting photos of the windshield - Sent. Sept 30th Text message sent to ******* to see where he was at with the windshield replacement. No response Oct 3rd Received call from ******* asking if I'd like to schedule my first maintenance appointment. I asked about the windshield and he told me he sent it to the service department and it's out of his hands Nov 25th Went to have my tire repaired due to a nail, and found that we did not have the lug nut key Went to Nissan to obtain this where we spoke with ***************************** and ******************* about the run around with the windshield and the leaking rear seal we found after our 1st car wash Was told we would receive a call and the issues would be resolved. We have never heard back from them
Business response
12/01/2023
If the customer is still having issues please call *****************************, GM at ************
Customer response
12/02/2023
I am rejecting this response because:
I was in constant communication with this dealership since purchasing the vehicle and that did me no good. Reaching out to them again, will only put me back on the perpetual hamster wheel with them, and I am NOT willing to play this game with them again. I moved to ** in November, and am no longer in the area of the dealership. Please provide me information on a Nissan dealership near ******* ** that can fix the issues that we've had, and make this right.
Initial Complaint
07/13/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I am filing this on behalf of my mother who is 86 years old and has Alzheimer's so she is not able to give all the facts. On May 2nd my mom's car a 2020 ****** was towed to this dealership for repair I told them it overheated and the radiator blew a hole in it.We have coverage with MPP company which pays for mechanical failures They do not cover collisions.Nissan of Lewisville took one look at the car and saw that there had been repairs to the bumper and so they assumed that the collision is what caused the break in the radiator. So they reported such.I've explained to them many many times that they are wrong. The mechanics think that there was a hole in the radiator and that's why the car overheated. They are wrong that is not what happened.I was driving the car on May 1st I noticed the car was overheating I pulled to a side road immediately and stopped. AFTER I had stopped the car then the radiator blew! The noise was so loud I called 911 because I didn't know what had happened to the car. Fire and police both responded the fireman checked under the hood and he is the one who told me there is a hole in your radiator! I have offered several times to get a copy of this 911 incident report since obviously the dealership doesn't believe me that this is what happened. The dealership has never asked for a copy of this report.So when the dealership thinks that there was a hole in the radiator and that's what made the car overheat they're wrong. The car overheated and then after it was already stopped the radiator blew. This indicates something went wrong with the cooling system, which should be covered by MPP or if it has something to do with the drivetrain it should be covered under the drivetrain warranty.Because I am currently out of work and have no money and because my mother lives on social security and cannot afford to pay for the repair of this car Nissan of ********** refuses to do any further diagnosis because they don't know who's going to pay for it
Customer response
10/05/2023
I have not heard from the company
Business response
12/19/2023
Issue resolved
Customer response
12/20/2023
Can I see the "formal written response" from Nissan of Lewisville? All they ever told me is (paraphrase) "we don't remember that", then they added me to their email marketing!!!
Initial Complaint
04/10/2023
Complaint Type:
Billing Issues
Status:
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.
I visited Nissan Lewisville and was looking to purchase a vehicle. I explicitly informed the sales agent that I did not want my credit run a plethora of times due to my recent credit score. The sales agent ******* and the finance manager assured my credit would not be run and any searches would be a soft pull. I am now showing an inquiry on my credit report. When I contacted the dealership on 04/07, the finance person I spoke with was very rude and hung up in the middle of me speaking. I want to have this inquiry removed from my credit report due to deceptive information, and an apology for the manager's unprofessional behavior.
Business response
04/11/2023
We are reaching out to ********************** and will get a resolution for her.

Thank you
Chase
*********************
Initial Complaint
03/22/2023
Complaint Type:
Service or Repair Issues
Status:
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.
got an email from dealership offering $30400 as trade in for my car, went to the dealership and provided a an official paper to purchase Vehicle ***************** for $31545 and take in my trade in for $30400 and using $500 Nissan loyalty coupon and since i maintain high credit score 840+ i fall under the campaign 0% for 36 month. after the sales person his manager agreed and got me to sign multiple paper to get the car they decided that i cannot combined the finance offer with the coupon which is totally not true as it shows clearly in the letter from Nissan finance that i can!just shady and dishonest practices and to top it off they did run 2 hard inquiries when they were not authorize to run it only when we agreed on the numbers i mentioned above and then they change the numbers on me and ran 2 hard inquiries which resulted in lowering my perfect credit score which intent to file a claim in court for damages as it was their intention to cause me harm. when i confronted them they said will send a notification to experian to remove the 2 inquiries (do not believe the sales manager Raif orig. from *****) i have all the papers to support my claims and i hope Mr. ***** and his sons take a closer look at whats happening in their dealership!P.S. the original sales manager which i dealt with (*****) was on vacation and he was great so when i stopped by today 03/21/23 i had the mishap of dealing with couple yahoos!
Business response
04/13/2023
We have reached an agreement with customer for inquiries. We also offered to sale vehicle for original negotiated price.
Thanks,
***** House
GM
Nissan of Lewisville
Customer response
04/13/2023
From: *********************
To: BBB
Subject: Complaint # ******** Follow up statement and current status

Dear *********** ************* you for reaching out and sharing the response from Nissan of Lewisville General Manager, *********************
I would like to advise you that I do not want to close this complaint yet as its still in pending status and the matter has not been fully resolved.
While ************** House have been engaged with me and we both agreed on the resolution, it has not been executed and actions yet to be actually taken to remove the fraudulent 2 credit inquiries where terms were changed after obtaining my consent to run my credit and tricking me to remove the freeze, additionally 2 cases are still open with ********** and Texas DMV for this matter in addition to cases against **** with CFPB and OCC.
I would like to have this complaint open till a full resolution is executed and not a conversation agreement. Thus, I dont want to accept nor reject the business response at this point till both inquiries are removed from Experian which based on my contact with Experian should not be taking this long as I was told the dealership ONLY can contact them directly and withdraw the inquiries and It will take them 15 minutes to remove.
Once the agreeable terms are executed, I will be willing to close this matter and any associated open complaints with other local and federal entities.

Best Regards,

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

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