Complaints

This profile includes complaints for Round Rock Nissan's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Round Rock Nissan

  3050 N Interstate Hwy 35 Round Rock, TX 78681

  
• 

  Round Rock Nissan

  3050 Ih 35 N Round Rock, TX 78681-2406

  

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:02/11/2025

  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.

  I bought a used vehicle from round rock Nissan. They told me the car had zero issues. I left the dealership Saturday afternoon. By Sunday morning, after I opened the sunroof for the first time, I realized the sunroof will not close after just opening it once. Now I have to pay $2900 out of pocket to get the sunroof repaired. Round rock Nissan said I bought it as is and that the sunroof is not a part of the state inspection checks.

  

  Business Response

  Date: 02/21/2025

  Thank you for the opportunity to assist our customer. I apologize for there being a concern with the sunroof so soon after it was purchased, but it was not something we knew about prior to being brought to our attention by the customer. Even though the vehicle was purchased with the signed and documented understanding of it being an AS/IS transaction, we still felt the right thing to do was offer our support and invite the customer to bring it in for us to look at and determine what was needed to correct the concern for the customer. I regret we were unable to accommodate the customer's request for us to pay for it to be repaired at a different repair facility he received a quote from. As a goodwill repair, It's important for us to verify the cause for the malfunction and validate what will be needed to restore operation at our cost for any parts or labor that may be required. We hoped our client would have found our offer to help with this explanation as an acceptable resolution, and we're still willing to offer this service if they would like to contact us and set up a time to bring it in at a time that would be convenient for them. 

  Thank you again for the opportunity, Round Rock Nissan Management. 

   

  Customer Answer

  Date: 02/24/2025

  Complaint: 22923684
  
  I am rejecting this response because:
  
  they knew I lived in a different city when they offered to check it at their dealership. They are a Nissan dealership. They sold me a ********. No matter what they found, they would have to go through a licensed ******** partner to fix the issue. I went through a licensed Mercedes shop. Feigning to help isnt actually helping. Round rock Nissan knows that they are being facetious in their attempt to help. All they want is to not look bad, not to actually help me. If they actually wanted to help, they wouldve recommended places for me to go here in ***********. They have shown their true colors, and I will always make sure no one I know or even talk to goes to this dealership. 
  
  Regards,
  
  ******* ****

  

  Business Response

  Date: 02/27/2025

  Hello, I apologize if you felt our offer to help was insincere in any way. I can understand your frustration with feeling inconvenienced by investing the time to drive it up to us from your residence in ***********, but please know we would have made the same offer to help if you lived around the corner from us as well. I would also offer transportation to you while we worked to identify and correct the issue with the sunroof to help minimize disruption to your schedule. We had already coordinated a repair plan for you as well. If the repair was not something our Service Technicians could perform confidently, we have a ************* ************************** on site available to consult with and likely would be able to repair. After that, the ************* of ********** location across the street from us is one of our sister stores and we were going to take it to them to have it done and charged to us at the established internal rates for parts and labor. I regret the travel time between us isn't more accommodating, but the offer to help was genuine and we feel it to be a very reasonable extension of goodwill with the understanding you had the opportunity to test drive the vehicle and its functions prior to agreeing to purchase the vehicle AS/IS from us and then declined the mechanical protection policy we offered as well. We also were not aware of a sunroof issue prior to your purchasing of it, or we would have either repaired it or disclosed it. The $1800 discount we provided at your requested terms to purchase, we allowed for in ******* effort to earn your business and consideration again in the future.

  Sincerely, ******* **** - General Manager

   

   

   

• Initial Complaint

  Date:09/17/2024

  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.

  In February of 2024, I purchased a 24 Nissan Sentra. The car's computer is not functioning properly. While driving, the screen will shut off and remain off for minutes at a time. No map, no music, nothing. This is a safety concern because it forces me to look at my phone for directions while the screen is bricked. Bluetooth and Carplay both cause this issue.The dealership is aware of this. I have taken the car in five times now concerning this problem, but they have yet to fix it. Employees at the dealership have not been transparent about their ability to fix it. The first time I brought the car in, **** (service center employee) stated that the issue was with a recall (24V-304) of the drive shaft. When it continued to not work after that, I brought it back and **** said that the recall was actually never the issue, stating that a software update would fix the error. Of course, it didn't.I brought the car in AGAIN, and ****** (general manager) stated that he would open a case with Nissan to have the radio system replaced. I left the car with ****** from Friday morning to Saturday afternoon. When I got it back, instead of opening a case, they had replaced one USB ***** They told me to "change the cord and try again." Now that they've replaced the ***** CarPlay doesn't work at all.When I called ****** to tell him, he said that he would need to see the car AGAIN to file a claim with Nissan. I reminded him that he'd just had the vehicle for over 24 hours and had not done so then as he'd promised. I'll still bring it in, but it's unfair that I've been paying for ubers from/to Nissan when they aren't actually fixing anything.I want the vehicle functioning as it was advertised to. I want to be given a rental car while they work on it continuously instead of giving it back to me and crossing their fingers. If that's impossible, I want financial compensation.I need my car. I can't keep leaving it with them w/o a rental. I'm a full-time worker and graduate student.

  

  Business Response

  Date: 09/17/2024

  Thank you for the opportunity to assist our customer. We've made contact with them and presented a resolution they are satisfied with in order to resolve the mechanical concern with their vehicle. Thank you again, Round Rock Nissan Management. 

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to go get new brakes at round rock nissan on december 19th 2023 it was a total of $1039.69 on february 19th 2024 while I was driving on the highway I heard a loud pop coming from my car luckily I was able to get somewhere safe while looking at my car one of the bolts on the break caliper came off this couldve been fatal for me and others around me. round rock nissan had my car for four days they kept pushing the date when my car was going to be done. At first said they were going to reimburse me for what I payed and they went back on that whenever I went to go pick up my car they told me there wasnt anything they could do because nobody got hurt so they only gave me $200 in credit for future services which is absolutely ridiculous. the way the handled the whole situation was ridiculous I never got an apology or just any answers from them they would just keep saying we will have someone give you a call back with something that serious you would think they would treat the customer better.

  

  Business Response

  Date: 03/08/2024

  Hello, and thank you for the opportunity to support our client. We have made contact with the customer and was able to resolve their concern to their satisfaction. We appreciate the opportunity to express care for our clients. Sincerely, - Round Rock Nissan Management. 

• Initial Complaint

  Date:02/05/2024

  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 three vehicles from Round Rock Nissan. Two of the vehicles had issues immediately after purchase and required multiple visits to the service center to be repaired. One of them was an airbag issue, which stopped the vehicle in the middle of the highwayand required me to get a rental vehicle and tow. They were supposed to clean the vehicle and did not. It cost us another $1,000 to get it washed as the padding was covered in chemicals, a health hazard. On top of that, we found a large hole in the top of the vehicle. They hid it from us and won't acknowledge it since it was already "bought."The second vehicle started shaking after purchasing it, and when we took it for service, they said the tires were so thin that it was risky to drive even though we paid extra to get new tires installed.The third vehicle was purchased in October 2023, and as of this writing, on February 5, 2024, we still do not have license plates as they sold us a vehicle without a title. We have left countless voicemails to various departments and keep getting ignored. On top of that, two months after purchasing the vehicle, it stopped in the middle of the road, and we had to get it towed and get a rental. To this day, we don't know what they fixed on it. Please stay away from these scummy people. They are the ones that give used car salespeople a bad name. All three vehicles were lemons. Their behavior after the sale confirms it.

  

  Business Response

  Date: 02/06/2024

  Hello! We've attempted to locate a customer record with the information they provided, but unfortunately was unable to locate any history of working with this customer. If there is a vehicle VIN they can provide, we would be happy to look again to help assist with resolving thier concern. Please let us know what we can do to help, or the customer may call us at ************ and ask for ******* or ******. We appreciate the opportunity!

  Thanks, *********************** - General Manager 

  Customer Answer

  Date: 02/06/2024

  Complaint: 21249074
  
  I am rejecting this response because: Here is one of the VINs: *****************. It was purchased under ************************* As mentioned in the complaint, we have left multiple voicemails to *******, ******, the ********************* and have even reached out to parts, and collision for assistance.

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

  

  Business Response

  Date: 03/19/2024

  Hello, we apologize for the delay confirming we have been in touch with our customer and have helped resolve his concern on the progress of his license plates and titles to the vehicles he recently purchased for his business. The customer's plates were mailed out to him,however, I haven't been able to confirm he received them; We left a voicemail and are awaiting a call back to confirm receipt.  
  We shared with him that he would receive registration and plates only, that the titles will be held by the finance institution until the notes were paid in full. If there are any further questions or concerns, please feel free to contact our Owner Loyalty Manager, *************************, at ************.

  Thank you for the opportunity to ensure our client's satisfaction!

  Sincerely, *********************** - GM Round Rock Nissan

  Customer Answer

  Date: 03/24/2024

  Complaint: 21249074
  
  I am rejecting this response because:

  The issues are much deeper than the missing license plates. The first vehicle we purchased, was not handed to us for two weeks because they were fixing it. We trusted them and signed the contract. After purchasing the 2019 Nissan NV200 (*****************), the car broke down on the highway and we spent $400 to tow it plus the rental fees. To this date, we do not know what they fixed. Additionally, the side door does not close will and the light sensor is on, since the day we purchased it. ******* is aware as he applied lubricant to someone fix it. We request that the door or railing be replaced so the door can close.

  After purchasing the 2019 Nissan NV200 (*****************), the tires needed to be replaced within a month, even though we were told new tires were installed. We are requesting new tires or a credit against the purchase we made.

  After purchasing the 2020 Nissan NV200 (*****************), the tires needed to be replaced as well. Again, we were told new tires were installed. There is a hole in the roof and we have sent these photographs to them to remedy it and there is an awful smell in the vehicle as we found a chemical spill under the black mats. We are requesting the proper cleanup or reimbursement for our troubles.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nov 1, **** - I requested my coverage to be cancelled and a refund was due in the amount of $4,100. I called and left multiple messages for a call back and no one responded. After 4 days of trying to get someone at Round Rock Nissan to take my call, I finally was able to speak to a "****". He claimed to be in charge of the finance unit. "****" was extremely rude and rushed me off the phone after giving my request for cancellation. I asked for a confirmation email once the request was completed. "****" said OK and then hung up on me. After 2 days without receiving an email, I called back, and it took an additional 2 days to get someone to take my call after leaving multiple messages again. On November 13, 2023, I spoke to a female who claimed to be in the finance department. She took my information and said she will process the request and call me back by 1:00 pm. I called them back at 2:15 pm when I didn't receive any call back and I was transferred to the "Finance Manager" and he, also, claimed that he was the only one that could help me and that he needed a document from my bank by a certain time. I completed the request from "Finance Manager" and sent back to him. He then texts me "I'll get the cancellation processed for you today. Can you send me a picture of the odometer as well. I will backdate the cancellation to last week, so we don't have any issues with the dates for the flat cancel." He then told me the process could take up to 30 days to complete. It has been 59 calendar days and 39 business days since I was told the request was processed and I still do not have my refund nor a resolution. I've tried for 4 days to call Round Rock Nissan and, again, I am not getting anyone to call me back.

  

  Business Response

  Date: 01/12/2024

  Hello, thank you for the opportunity to help resolve this concern for our customer. We apologize for any inconvenience the delay might have caused and will make it a priority to gather the requested information and provide it to our client by Monday 01/15/2024. Appreciatively, *********************** - General Manager. 

• Initial Complaint

  Date:12/12/2023

  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.

  My wife and I purchased a 2021 Nissan Leaf, and it was supposed to have a lifetime window tinting service included (photo attached with relevant line highlighted). We dropped off the vehicle for a Nissan recall in early October and asked for the tinting to be done along with the fix for the recall, and the service department told me they would contact sales to initiate the process. I also talked to ***** in sales and he assured me he would get the process started. When we picked up the car in the first week of November they said they could not verify that I had paid for the tinting and refused to do it. When we talked to **** in finance and pointed out the line that proves we paid for tinting, he said the tinting request was past the deadline (Oct 23) and so it could not be done anymore, even though we had requested it well before the claimed deadline, and they had not told us about any such deadline when we purchased the car. Since then I have tried to call the sales manager, ***********************, but keep going to voicemail and don't get a call back.We are asking for Nissan Round Rock to perform the window tinting service as agreed upon, or to refund in full the $299 we paid for it.

  

  Business Response

  Date: 01/09/2024

  Thank you for the opportunity to help resolve our client's concern. We apologize for any misunderstanding regarding the customer's purchase of window tint with their new vehicle, and after researching the customer's request I've identified what the likely cause is for the confusion. Initially, the client agreed to purchase the $299 window tint option while working with our sales associate. However, while reviewing repayment and coverage options with our Business Manager, the window tint option was removed when the customer elected to add an **************** Contract and Total Loss Protection (GAP). For the client's peace of mind, I have attached copies of the Final Purchase Order and Disclosure Page of the Lender Retail Installment Contract to verify the client was not charged $299 for the Window Tint as part of their purchase. It would be uncommon for us to remove anything selected by a client unless guided by them to do so, but the transaction was 2+ years ago so on the off chance the tint was removed in error while finalizing the paperwork, we would like to extend a goodwill offer to have their vehicle tinted with pricing at our cost of the service. If we can accommodate, please reach out to me directly at ************ or ******************************* Sincerely, *********************** - General Manager

• Initial Complaint

  Date:10/02/2023

  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.

  On August 19, 2023 I purchase a 2018 VW Passatt in the amount of $17,855.00 at Round Rock Nissan. On August 23, 4 days later while driving the car, it started to jerk, would not go over 20 miles an hour and the *** light came on, I immediately called ******************* the salesman who sold us the car to let him know what was going on. He requested I take the car in to have it checked. Once he looked at it he said to leave it and he would have a Mechanic look at it. On Saturday August 26 **** called me indicating the car was working and in good shape. (as I was previously told by **** the day I purchased the car) he indicated a sensor in the front part of the engine needed to be changed. I drove the car that day for approximately 3.5 hours and it started to jerk, not go over 20 miles an hour and the *** light came on, just as it did before. I Immediately called **** and he told me to take it back. I took the car back and let **** know that I was not happy with the car due to it breaking down so quickly and my wife and i did not feel safe driving the car and that we did not want the car. I asked to speak with the Manager. We let him know we did not feel safe driving the car and if we could look at another car even at a higher price, but in good working condition. He did not. He said he would take care of us and if the car broke down again he would make good on it. I called on Sept 27th spoke with *************************, an assistant manager at RR Nissan told her the situation and she said she would look into it to see what she could do to help me. ******************* then called me and told me that the car was at VW in Georgetown and that the Mechanic who was to work on it was on vacation and did not know how long it would take. I received a phone call today from ****** not even 2 days later, indicating the car was ready She indicated that she spoke to higher up managers and they said they could not do anything for us. And to top it off, it got hail damage while at the shop. Too bad.

  

  Business Response

  Date: 12/04/2023

  We regret our client experienced a mechanical concern with their vehicle so soon after purchase. We understand how important reliability is to our customers, especially when they are considering the purchase of, or purchasing a pre-owned vehicle from us. We want our customers to have that feeling working with us, and put our pre-owned vehicles through a comprehensive inspection and reconditioning process. However, some mechanical or future mechanical concerns are undetectable until the actual malfunction occurs. Its infrequent, but when it happens we do our best to review and support our customer with as little inconvenience we can accommodate. In this case, the model was a different brand of vehicle and required the manufacturer specific software and tools to confidently repair. We agree it took longer than we would have liked for one of our customers to receive their vehicle and peace of mind back and apologize for any inconvenience the unforeseen delay while at the ** dealer. Please feel free to reach out to me directly if I can help with anything further. 

• Initial Complaint

  Date:04/03/2023

  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.

  03/24 We purchased a used ****** BRZ from Round Rock Nissan. They assured ** they did all the repairs needed on the vehicle as well as a 100 something point inspection. By 03/28 the clutch on the vehicle started going out. We reached out to our salesman *** to arrange for them to correct the issue. *** directed ** to his manager *****************************. My wife and I spoke with ***** on 03/31 after waiting a day for a call back. He informed ** that we burned the clutch out in 4 days because he drove the vehicle himself. He was extremely unprofessional on the call and would not hear our concerns. He refused to speak to the service manager and try and come up with a resolution and back their inspection as well as their services. We are extremely disappointed that we spent over $16K on a car they assured ** they inspected and was "perfect" and we now cannot drive.

  

  Business Response

  Date: 04/03/2023

  Hello, and thank you for the opportunity to assist with our client's concern. We apologize the information shared with our customer didn't align with their desired resolution, or if we fell short of providing appreciable understanding to the reasons behind our position.  The client test drove the vehicle prior to taking delivery without any reported issue with its drivability, and our records provide no indication of a concern with the manual transmission or clutch while going through our appraisal or reconditioning process. I have included results from our mechanical inspection, the items we serviced on the vehicle that needed attention, the vehicle's Carfax reviewed and signed by the client, and the Buyer's Guide disclosure signed by the customer with the understanding the vehicle was free of any mechanical coverage at the time of purchase. Depending on the circumstances, in most cases we are very supportive to assist a client that expresses a concern soon after purchase, however, manual transmissions/Clutch components can encounter mechanical failure quickly if operated aggressively, or by an unaccustomed/inexperienced driver. We are not able to account for the operation of the vehicle once delivery has taken place and therefore can't reasonably justify the responsibility for this type of repair. That being said, we would still like to express our care and provide a goodwill offer to help preserve the relationship with our client. If they would like to have the needed work performed with **, we will provide an estimate and perform the repair at our internal cost and rates for both parts and labor. We look forward to working with our client to schedule a time that's convenient for them. Sincerely, Round Rock Nissan Management. 

   

   

   

  Customer Answer

  Date: 04/10/2023

  Complaint: 19881475
  
  I am rejecting this response because:
  
  

  numerous efforts, phone calls, emails have been made to follow up with the management that replied to our complaint  we have spoken to no one and received no follow up besides an email that we would get a call last week and did not receive any follow up.

   

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

• Initial Complaint

  Date:11/16/2022

  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.

  On 11/8/2022, my husband and I purchased a Leaf vehicle from Nissan Round Rock. Before the purchase, we were presented with a sheet listing the following packages/warranties added to the "Market Value Selling Price of $29,860.00: ResistAll $1822.00, Dent Guard $1269.00, Key Replacement $746.00, Prime Lifetime tint $395.00, weatherTech all weather mats $280.00, wheel lock protection $185.00, nitrogen tire fill service $245.00, prime door edge guards, $195.00, prime door cup guard $195.00. The total original price with tax, and other unavoidable fees (doc fee, title fee, license, inspection, road and bridge, conv. fee, e-tag, VIT), was $37,675.29 There were some negotiation going on and we were offered a $500 discount for returning/loyal customer, the resist all package went down to $1322.00 and some other discounts that brought the price down to $33,998.31. After going home and reviewing the contract paperwork, we realized that none of the packages were listed, nor did we receive any written information of them. We have reached out to the sales person, **************, leaving voicemail, emailing, and speaking directly with him about this problem, but he has not returned/answered our messages and phone calls.We want all of packages that were presented to us for which we were charged to be provided to us in writing with their respective explanation of what they cover as well as the time span they cover. If Nissan Round Rock does not comply to our satisfaction, we will request a termination of the contract with no penalties or added fees and the return of our $15,000.00down payment in full.

  

  Business Response

  Date: 11/17/2022

  Hello, thank you for the opportunity to assist our client with their concern. We apologize for having missed their earlier attempt to gather information. We have pulled the file and reached out to the client to review and coordinate the delivery of any additional copies of paperwork they might need. Thank you, Round Rock Nissan Management.   

  Customer Answer

  Date: 11/21/2022

  Complaint: 18411384
  
  I am rejecting this response because: After speaking to ***************** today, I am still awaiting a call from ************** to answer some questions regarding the packages included with the Leaf vehicle purchase.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 11/23/2022

  Hello, we have followed back up with the client and provided them with the information they were looking for. Thank you again for the opportunity to ensure our client's satisfaction. - Round Rock Nissan Management

  Customer Answer

  Date: 12/05/2022

  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:10/17/2022

  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.

  In July of this year I purchased a used 2011 Jeep Grand Cherokee from this dealership and was explained how well the vehicle was taken care of and that is will last me a long time. A month after buying the vehicle it began to overheat. I took the vehicle back to the dealership and they attempted to fix the issue, and notified me that the radiator was fixed prior to me buying the car. The car drove okay for another few weeks until the same overheating issue came back. I took the car to Firestone autocare to see if they could identify the issue and claimed it was air bubbles in the coolant system. A few weeks go by and now the vehicle is overheating once again. After being assured of how well the car was taken care of and attempting to contact the salesmen I was merely told "sorry you're having problems with your car". I have purchased many used cars in the past and have never purchased a car that was in such poor mechanical shape immediately after purchasing and I feel as though the dealer sold me the car knowing of the cooling system issues and attempted to try to band aid the issue to sell the car.

  

  Business Response

  Date: 10/17/2022

  Hello, and thank you for the opportunity to assist our client. We apologize that management was not made aware of any residual concerns with the vehicle overheating. There was work performed on the cooling system prior to and after the client took delivery of the vehicle to address the concern and aid customer satisfaction (Radiator, Thermostat, and associated hoses/connectors). Now that we are aware, we will be reaching out to the customer to offer additional assistance, and also explore options with respect to what the client request. Thank you again, Round Rock Nissan Management. 

  Customer Answer

  Date: 10/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18230526, and find that this resolution is satisfactory to me. The dealer ended up performing an inspection and purchasing the vehicle back for the equivalent of the down payment which allowed me to not end up under water after this purchase.
  Regards,
  
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