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Business Profile

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Round Rock Nissan
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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Round Rock Nissan has 2 locations, listed below.

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/20/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Purchased a 2021 Nissan Leaf June 29,2022. Realized post purchase the premium for extended vehicle warranty services contract and initiated cancellation through contract provider "******** warranty services inc." $3588.00. Filed cancellation for refund check on July 7,2022. Form provided from ******** had option for refund to be dispersed to "*** ****." Follow up call was made to ******** 3 weeks later who stated refund check was issued to Round Rock Nissan dealership despite "*** **** being selected." Multiple calls made with Round Rock Nissan which only lead to full voicemail boxes as well as a runaround of departments. Went in person to speak to someone with Finance who stated he would look into it and asked me for my contact information. 8/18/22 received mail from ******** confirming contract cancellation. "If your lender account has not been credited or you have not received your refund within this timeframe, please call our customer service department. Call placed to ******** 9/20/22 and confirmed once again refund check was sent to RR Nissan. Attempted to reach out to finance department once again today 9/20/22 to no avail per usual. Just frustrated with the back and forth and non existent follow up from RR Nissan. I just want them to process the refund check already. Original Loan has since been closed and refinanced with NFCU. ******** warranty services has been in contact and *** **** as well have no communication issues.

      Business Response

      Date: 09/20/2022

      Thank you for the opportunity to assist our client with their concern. I have reached out to the client by email to provide a point of contact here at the store assigned to assist with providing updates and helping get the refund accounted for and settled quickly. We have made inquiry to our cancellations department, and look forward to having information to share for resolution very soon. Sincerely, Round Rock Nissan Management

    • Initial Complaint

      Date:09/02/2022

      Type:Product Issues
      Status:
      Answered
      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 car from Round Rock Nissan on 08/30/2022. We purchased the extended warranty but decided today, 09/01/2022 to cancel it. The finance people at Round Rock Nissan told us to fill out a refund request online which we did. After we submitted the form online we were told to call ************ which is ***** * ********** to "confirm submission of the form". Well I've called 6 times and every time they hang up on me. I just want to cancel my warranty - which I have the right to do at a 100% refund within 30 days of the purchase.

      Business Response

      Date: 09/03/2022

      Hello, thank you for making us aware of our customer's concern and the opportunity to help resolve it. We've reached out to our client to assist them with the information they were trying to gather from the 800 number and also provided local contact information for any future requests or needs they might have. Thank you, Round Rock Nissan Management.  

    • Initial Complaint

      Date:06/22/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      *************** Contract (***) Cancellation I notified Round Rock Nissan in Sept 2021 that the vehicle was totaled. Round Rock Nissan instructed me to pay the remaining balance then cancel the **** I paid the vehicle off in full in October 2021. I called Round Rock Nissan to cancel the *** but was instructed to go online to Group1 Automotive to cancel. I received an autogenerated email confirmation the request for cancellation was submitted in November 2021. The email stated the refund might take up to 45 days. After waiting over 45 days, I contacted Group1 Automotive. I never got a response. I called Fidelity (the company that holds the ***) and was told my *** was not canceled. I called Round Rock Nissan about the issue. Round Rock Nissan told me to go to the Group1 Automotive website. I told them I completed that step and received confirmation, but Fidelity said my *** was not canceled. Round Rock Nissan then told me this issue is with my insurance and that I do not have to cancel the **** After several calls and in-person contact with Round Rock Nissan, the *** still was not canceled as of March 2022. Fidelity quoted I would receive *****% return on my **** However, Round Rock Nissan did not cancel my *** until June 2, 2022, resulting in my return being *****%. Fidelity said they could not backdate the claim beyond 120 days. Meaning because Round Rock Nissan did not cancel the *** until June 2, the furthest they could backdate the claim is February 2022. Round Rock Nissan owes me the missing ****% because this whole issue is due to their negligence and manipulation of the process.

      Business Response

      Date: 06/22/2022

      Hello, thank you for the opportunity to help our client. We look forward to resolving the concern, and have reached out to them directly to gather more information for us to assist. 

      Sincerely, 

      Round Rock Nissan Management Team

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

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