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:01/30/2025

  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.

  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

  Date: 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

  Date:12/11/2024

  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 a ****** this summer for our teenager, and asked that the dealership tint the windows before we agreed to buy the car. I asked for legal tint. In November my son was pulled over by ********** police for illegal tint on the drivers and passenger window. My son paid a fine of $240. My wife contacted the salesman ******, twice. He never called her back. I left Jaylen a message and he never called me back. My wife then called the dealership and asked for the sales manager, **** picked up the phone and after listening to her complaint he said he would research and call her back. He never did so she reached back out several days later and he was disrespectful and said that it was her problem. Their dont company does not install illegal tint. He was argumentative and she asked me to call the *** I called the dealership and was transferred to ****. He told me to call his tint company. I called them and provided the *** to Barisa and she found the ticket and said ****** ordered 15% tint on the Sentra. I called **** back and calmly explained what I was told and he claimed thy only do that if the customer requests this. He refused to remedy this. And in fact hung up on me. My wife emailed the dealership on 12/10 and they had Jaylen call me. We are not willing to start all over with this issue.

  Business Response

  Date: 02/21/2025

  I have spoken with Mr. ***** ******: he is now satisfied.

  Clay Cooley Nissan of Lewisville will pay the fine of $240.00 that the consumer received and have the 2 front windows re tinted to be compliant with Texas laws.

  Consumer is sending me a copy of the paid ticket for reimbursement. 

   

  Thank you,

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

  General Manager

  Clay Cooley Nissan of Lewisville

   

   

   

   

  Business Response

  Date: 02/25/2025

   Caes # ******** 

   

  I have spoken with Mr. ******* I have cut a check for the reimbursement of the fine and scheduled an appointment for his 2 front windows to be tinted to the Texas laws.

  Mr. ****** will be at our store Saturday to have the windows tinted and pick up his reimbursement check.

  The customer is satisfied.

  Thank you,

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

  General Manager

  Clay Cooley Nissan of Lewisville 

   

• Initial Complaint

  Date:12/09/2024

  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 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 Answer

  Date: 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

  Date:12/06/2024

  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.

  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

  Date: 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 Answer

  Date: 12/26/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/08/2024

  Type:Sales and Advertising 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 purchased a used 2009 Nissan Murano from this dealership on Oct 6 2024. I was assured by **** that an inspection was performed and the vehicle was ready for delivery. On Oct 31st 2024, my son was driving his car when it overheated very quickly and began sputtering. He pulled the vehicle over immediately. I went to assist and found the coolant reservoir to be completely empty. After adding coolant, the car continued to overheat and sputter. I called Nissan of Lewisville to have it towed. They said I had to do so at my own expense. I reluctantly did this and paid $185 to do so.The service advisor contacted me and indicated that I would need to pay a $175 diagnostic fee to have the vehicle looked at. I told the advisor, ***** ***** that I didn't believe I should have to pay for a diagnostic fee. I shared that I purchsed the vehicle less than 30 days ago and it was delivered to me with no coolant which caused the issue. She told me a manager would call me (no one did). Yesterday 11.7.24 she left me a message that the diagnostic fee would not be waived and to call her back. I called her back and got voicemail. Yesterday I sent an email to **** Cooley at ****************************************************** with no response as of yet. I'm asking that the business perform the diagnostic and repair the vehicle at their expense as they delivered the vehicle in a manner that violates good faith. Separately, prior to making the purchase, the sales agent **** ****** informed me that in order to purchase the vehicle I had to pay for a service plan. I informed him that I didn't want it to which he replied they had to make some money on the deal. I informed him that it is illegal to pack add ons to a purchase contract and wanted to speak to his manager. His manager came and spoke to me and offered it for free which I accepted. When signing, the Finance Manager told me the vehicle was too old and hit had to be removed. . I believe packing and bait and switch are not acceptable business practices.

  Business Response

  Date: 02/21/2025

  I have made multiple attempts to reach the consumer, with no success.  I will continue to attempt to reach the consumer to find a resolution.

  my direct line to my office is **********************

   

  Thank you,

   

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

  General Manager

   

  Business Response

  Date: 02/25/2025

  I have spoken with Mr. ********* ******, and we are working together. He understands and agrees that his coolant levels after 25 days of driving the vehicle was not the Fault of Clay Cooley Nissan of Lewisville.

  He admitted that he had to replace the radiator cap and that fixed his issues. 

  Thank you,

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

  General Manager

  Clay Cooley Nissan of Lewisville 

   

  Customer Answer

  Date: 03/05/2025

  I am rejecting this response because:   I paid to have the repair myself because Clay ********************** would not do it.  I did not replace the radiator cap rather the thermostat.  Im pending a response from *** regarding a recall that needs to be done.  Im grateful hes seeking to help get a solution. 

• Initial Complaint

  Date:09/28/2024

  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.

  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

  Date: 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

  Date:11/27/2023

  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.

  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

  Date: 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

  Date:11/24/2023

  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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:10/26/2023

  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.

  I purchased a vehicle from Nissan of Lewisville that was advertised to have parking sensors. I confirmed the car features prior to booking a test drive, and ****** (sales) confirmed the car did have parking sensors. During test driving we identified the parking sensors did not work. ***** informed us that they would get everything working before delivery. The parking sensor issue was not corrected. The mechanics had gone for the day so there was no way to get the problem resolved prior to delivery.We took the car into our mechanic. There was an additional item identified with the paddle shifters. We reported the issues and book an appointment during the 3-day guarantee period. They only had 1 mechanic for used cars who was on vacation. ******* (Service) and ***** (Sales Manager) stated they would still fix the issues with the parking sensors and paddle shifters outside the guarantee period.When we brought the car in for servicing. I was then told that the car does not have parking sensors and they cant work on the paddle shifters. This left me outside of their guarantee window without any options.I called ***** to discuss and he told me to contact the ******************* I called the ****************** and ******* told me to talk to ***** (Sales Manager). I have called ***** many times and he is no longer taking/returning my calls. I did submit a ****** review and was asked to email details to customer service. I submitted all the requested information and never received a response.This company should be held accountable for their deceptive business practices. The company advertised and priced a car based on features that they knew were not operational or present on the vehicle. They then ensured I could not bring the car in for servicing during the guarantee period. Now that Nissan of Lewisville has their money and I am outside the guarantee window I cannot get any assistance and I am hoping the BBB can help me get a resolution.

  Business Response

  Date: 11/10/2023

  We have emailed and left a voicemail for her to contact us to get this resolved.

  Customer Answer

  Date: 11/13/2023

  I am rejecting this response because:  The company has not emailed me, but did leave me a voicemail on 7/6/2023.  I placed a return call to ****** ******** the next day (7/7/2023).  I provided him with all the requested details. I have not heard back from anyone at the organization since this discussion.

  Business Response

  Date: 11/22/2023

  We are trading him out of this vehicle 

  Customer Answer

  Date: 11/23/2023

  I am rejecting this response because:  I received a voicemail from ****** ******** on 11/22/2023 at 1:26 PM Central.  I called ****** back and let him a voicemail at 1:43 PM Central.  I followed up with a text message at 2:26 PM Central (attached screenshot).  I have not heard back from the company yet.

  Business Response

  Date: 12/21/2023

  He refused to trade this vehicle, and since then, he has not returned my calls. All communication between us has been via email.

  Customer Answer

  Date: 12/21/2023

  I am rejecting this response because:   

  The response is simply not true!

  I was last contacted by ****** ******** on Wednesday November 22nd.  I have attached the screenshot from my call log.  I have also attached a copy of the voicemail.  While ****** indicated he had a solution he did not elaborate on what that solution was.  I returned his call within *********************************************************************************

  I immediately followed up with a text message (attached image) and asked him to email me with the details.  I have not been contacted by him or any other representative from the company since.

  I am still hopeful that we can reach a resolution through this venue, but will also be filing complaints with the ********* and the *** to escalate.

  Business Response

  Date: 03/05/2024

  He has refused to trade this vehicle, and since then, he has not returned my calls. All communication between us has been via email.

  Customer Answer

  Date: 03/08/2024

  I am rejecting this response because: 

  This is the exact same response they sent last time.  They have yet to contact me and offer any sort of resolution.

  It is blatantly obvious that they are not actually trying to resolve the issue.  They are just randomly sending the same response and hoping I do not respond within the 10 day period.  Can someone at the BBB please hold this company accountable?  They should have to submit proof of their contact.  I have done that every time I responded and would expect them to be held accountable to backup their accusations. 

  Customer Answer

  Date: 04/13/2024

  Hello,
  Thank you for reaching out.  I am hopeful that we can resolve this issue.

  Unfortunately, I have not received any emails from the dealership to attach to this correspondence.   Have you made the same request to the company?  I would like to review the emails that they say have been sent.  Nobody has contacted me on this issue since the last message I sent to ****** ******** on 11/22/2023.  I did attach all the details associated with this interaction in my previous responses.

  The company guaranteed both in writing and verbally that the vehicle we purchased had parking sensors.  When I tried to resolve the issue within the 3-day guarantee period, I was informed their only mechanic was on vacation and I would have to wait until his return to get the issue resolved. Both ******* (Service) and ***** (Sales Manager) assured me that this would not be an issue and they would get the parking sensors fixed even though they could not resolve the problem during the guarantee period.

  Once the company finally worked on the vehicle, we were informed that the car did not actually have parking sensors.  I found this very surprising since at multiple points it was stated the vehicle had parking sensors; the vehicle description on their website, the original salesperson we interacted with and again when we test drove and subsequently purchased the car.    This was the same scenario that we encountered with the paddle shifters.  At this point the company again went back on their guarantees and said there is nothing they could do, and since we were outside the guarantee windows we had no recourse.

  The ironic part is that it was Nissan of Lewisvilles fault we were outside the guarantee window and could not return the car.

  At this point I feel as though the most viable option is to hold the company responsible for their lies and deceptive marketing practices. I am willing to get quotes to install parking sensors and get the paddle shifters repaired.  This issue can then be resolved if they are willing to stand behind their word and pay for the items they had originally guaranteed.

  Business Response

  Date: 04/29/2024

  Customer has refused to trade this vehicle, and since then, has not returned my calls. All communication between us has been via email.

  Customer Answer

  Date: 05/06/2024

  I am rejecting this response because:   The company simply continues to copy and paste the same response over and over.  Is this being reviewed by anyone at the BBB and will this company be held accountable?

  Business Response

  Date: 08/07/2024

  Nissan Lewisville has done everything we can for this customer

  Business Response

  Date: 08/09/2024

  I have uploaded the WE OWE for this customer's finance agreement that show we do not owe Mr. **** anything except for the 5 Year Family Guarantee, which we office to all customers.

  Customer Answer

  Date: 08/09/2024

  I am rejecting this response because:   

  While this response is finally different than the previous updates, it in no way pertains to the complaint.  This company has not addressed the issue at hand and is obviously unwilling to resolve the problem.  Can you please mark this as unresolved?

  Customer Answer

  Date: 10/15/2024

  From: *** **** <**************************************>
  Sent: Sunday, October 13, 2024 8:41 AM
  To: <**************************>
  Cc:
  Subject: Re: BBB CID ******** ******* **** vs Nissan of Lewisville

   

  Hello ,

   

  I wanted to supply some additional information associated with this case.  I also opened a complaint with the DMV.  Below is a screenshot associated with case **********.  This clearly shows that the company is taking advantage of their customers and breaking laws/regulations.  This combined with their lack of responsiveness to the BBB complaint demonstrates their lack of accountability.  I am hopeful that this case can be closed as unresolved.  Per my detailed responses to the BBB they never made any effort to rectify this situation.  They simply kept copying and pasting the same response with no supporting information or details.

   

  This company needs to be held accountable and I am hoping the BBB can help them understand that there are consequences when they are not good corporate citizens and take advantage of their customers.

   

  DMV Case:

  

   

  Thanks,

  *******

• Initial Complaint

  Date:08/24/2023

  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.

  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

  Date: 12/01/2023

  If the customer is still having issues please call *****************************, GM at ************

  Customer Answer

  Date: 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.