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:12/30/2024

  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 traded in a 2019 f150 4x4 pickup on November 29th 2024 for a 2017 dodge ram 4x4 6.7 cumins diesel
  
  The truck had not went through inspection when they completed paperwork and it ended up having a faulty ABS Accuator
  As of today December 30th 2024 they have yet to fix to the vehicle and will not release the vehicle due to ‘Safety Concerns’
  they have supplied me with a loaner vehicle but is it not a four wheel drive model and there continues to be no resolution with supplying me the vehicle I bought from them in good faith
  
  If they would have been upfront with me and told me there was a chance I wouldn’t recieve my vehicle in a timely manner I would have took my business elsewhere
  
  I have a business that I’m trying to run and I need the 4x4 diesel pickup that I bought.
  
  I have been more then fair and understanding for the past month but this matter needs resolved asap.

  Business Response

  Date: 01/13/2025

  Dear
  Better Business Bureau:
  
  Our law
  firm represents McLarty Nissan of Benton, and I assist the dealership with
  responding to complaints like the one made by *** *********. As I understand
  his complaint, *** ********* purchased a 2017 Dodge Ram 2500 diesel truck on
  November 29, 2024. During the test drive, *** ********* states that there was an ABS light on. He also states that McLarty representatives
  told him that they would install a part to address the ABS light, inspect the
  truck, and detail it while he was at the dealership, finishing up his
  paperwork. According to his complaint, *** ********* waited about five hours on the truck, after which the
  dealership told him they in fact did not have the part and would need to put
  him a loaner. When *** ********* later returned the loaner to pick up another
  one, he states in his complaint that the dealership told him it would be
  several months before the truck he purchased would be ready. Understandably,
  *** ********* wants possession and use of the truck he purchased.
  
  Having
  investigated this matter and spoken to dealership representatives, I believe
  this matter is now resolved. The dealership did its best to get the required
  parts and do the necessary repair as quickly as possible. The truck has been
  repaired, and *** ********* picked it up on Thursday, January 9, 2025. After
  looking over the truck, I understand that there was an issue with the camo seat
  covers that were originally on the truck, but the dealership has ordered new
  ones in the pattern of *** *********’s choice and will have them delivered to
  *** *********’s house at no expense to him.
  
  The
  dealership sincerely values *** *********’s business, and it regrets the confusion and inconvenience caused. McLarty hopes that *** ********* is now satisfied
  with the truck and that this complaint can be closed.
  
  Thank you,
  ***** *********
  Friday,
  Eldredge & Clark, LLP
  ***** ********
  

• Initial Complaint

  Date:10/31/2024

  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.

  After saving $1,800 for a down payment, I chose McLarty Nissan of Benton dealership to purchase my first vehicle based on its local presence, and expecting a fair and trustworthy transaction. Unfortunately, the outcome has been both disappointing and frustrating.
  
  I purchased a Midnight Black Nissan Rogue from McLarty Nissan of Benton September2, 2024. Shortly after purchase, I discovered several issues that had been concealed at the time of sale. Within two days, I noticed that the fender flare on the passenger side was improperly attached, and the bumper was not fully connected to the fender and lights. Additionally, the driver’s door lock did not respond to the key fob. I contacted my salesperson, ******* ***, who instructed me to bring the car back for service. When I did, the service team only addressed the door lock issue, completely disregarding the other, more concerning structural problems.
  
  On september 27th, while reversing from a parked position, I heard a rubbing noise and upon inspection, I saw that the fender flare had detached completely, and the bumper had fallen to the extent it was rubbing against the tire. Shocked and upset, I again took the car back to the dealership. At this point, the dealership informed me that any repairs would be at my own cost, claiming that I must have caused the damage.
  
  Upon consulting with a local body shop, I learned that the fender flare and bumper had been glued and painted over prior to sale—an attempt to conceal pre-existing damage. Despite presenting this evidence to them, the dealership refused to accept responsibility or offer repairs, even after acknowledging that these parts had been poorly secured.
  I believe McLarty knowingly sold me a vehicle with hidden damage and has since failed to rectify the situation. I am requesting that the Better Business Bureau investigate this dealership’s practices to ensure other consumers are not subjected to similar experiences. Thank you for your attention to this matter.

  Business Response

  Date: 11/19/2024

  Dear Better Business Bureau,
  
  Our law firm represents McLarty Nissan of
  Benton, and I received the complaint made by *** ****** **** about a vehicle she
  purchased on September 2, 2024. According to her complaint, shortly after the
  purchase, *** **** noticed that the fender flare was improperly attached, that the
  front bumper was not fully connected, and the driver’s door lock did not
  respond to her key fob.  Although McLarty fixed the door-lock issue, *** **** states that the dealership did not address the other issues, and that while
  reversing on September 27th, her front bumper fell further and was
  rubbing against the tire. After taking the vehicle to another shop, *** ****
  states that she learned that the bumper had been glued and painted prior to
  sale. *** **** wants a refund of her $1,800 down payment, as she believes that
  McLarty sold her a vehicle with hidden damage. 
  
  While respecting *** ****’s position,
  McLarty respectfully disagrees with her characterization of the transaction and
  McLarty’s obligations when it comes to her used vehicle.
  
  I have spoken with representatives of the
  dealership and reviewed the paperwork. This vehicle was inspected as part of
  the Certified Pre-Owned (CPO) process. The technician who inspected it pre-sale took
  photos and notes. The damage on the vehicle when *** **** came back on October
  2nd (after the reversing incident on the 27th) was not
  present during the CPO inspection. 
  
  In fact, when *** **** brought her vehicle
  in on October 2nd, technicians noted extensive damage to the front
  bumper and fender moldings, including undercarriage damage.  While Ms.
  Hale claimed that the vehicle was delivered in that condition, that was not
  documented in the photos or paperwork. McLarty instead determined that
  the vehicle was damaged by going over a curb or something similar. The
  dealership did acknowledge that the front bumper has been repaired and secured
  with glue beforehand but that is not unusual or abnormal.  Plus, the
  bumper repair occurred before McLarty ever took possession of the
  vehicle. Even so, when *** **** brought the vehicle in, there was only minor
  separation between the quarter panel and bumper where the glue was. This would
  not cause the undercarriage damage observed by technicians on October 2nd.
  
  McLarty understands that this is *** ****’s
  first car, and it offered to do the repairs at the dealership costs. This offer
  was not accepted by ******* however. McLarty is not legally obligated to now cut a check
  to *** **** for $1,800. McLarty did not make the bumper repair at issue and did
  not knowingly sell her a vehicle with hidden damage.
  
  We hope that this response clarifies the
  situation. If I can answer any questions or be of further assistance to the
  BBB, please don’t hesitate to contact me.
  
  Sincerely,
  ***** *********
  FRIDAY, ELDREDGE & CLARK LLP
  *************************

• Initial Complaint

  Date:10/18/2024

  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.

  On May 11 2024 I went to mclarty Nissan and got a 2018 Ford escape was told got good gas mileage and nothing was wrong with it but a minor accident on passenger side there was not a sticker on the window or anything after everything was done I'm paying 17,776 on a lemon I had the vehicle for two days and the second time I drove it the transmission lights came on so I had to take the vehicle back to mclarty and had to get a new transmission they had my vehicle for almost 2 months got it back in July and at the end of September the transmission started messing up took it back up there now have to get another transmission the salesperson lied there is a lot wrong with it and it does not get good gas mileage at all and I told them it had to get good gas mileage tried to trade it no one will trade it because I was charged to much mclarty will not even trade or do anything about this one and I have tried every since I had to take it back the first time so I don't no what to do I want out of the contract so I can get a dependable vehicle because this one is not dependable at all

  Business Response

  Date: 11/11/2024

  Dear Better Business Bureau,
  
  Our law firm represents McLarty Nissan of Benton, and I assist the
  dealership with responding to complaints made to the Better Business Bureau. I
  reviewed the complaint made by *** ******* and investigated it with the service
  staff. Based on that investigation, the dealership cannot agree to *** ********* proposed resolution of trading or exchanging the vehicle.
  
  The dealership’s records show that the vehicle was brought in on
  June 14, 2024 for a transmission issue. The dealership gave *** ******* a
  courtesy vehicle and performed numerous tests to diagnose the problem. Because
  *** ********* warranty had not yet taken effect, McLarty replaced the
  transmission for her at its own expense as a gesture of goodwill. 
  
  When *** ******* brought the vehicle back in October, the
  dealership again provided her with a loaner vehicle free of charge. Her
  warranty was in effect, and the extended warranty company authorized McLarty to
  replace the transmission with a new Ford-manufactured unit. That work was recently
  completed, and *** ******* has already picked up her car.
  
  The dealership understands *** ********* frustrations, but as it
  stands now, the vehicle is working as intended, and there is no basis for
  exchanging it. As such, McLarty considers this matter closed. 

  Sincerely,
  ***** *********
  FRIDAY, ELDREDGE & CLARK LLP

  Customer Answer

  Date: 11/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They do not have the dates right my vehicle was back in the shop may 14 2024 and and did not get it back until July 14 then it messed up again in at the end  September for the same thing the transmission  and the vehicle is only worth 8,000 dollars and I'm paying 17,779 for it yes 5,158 was for the taxes and extended warranty but the vehicle was listed almost 6,000 dollars more than it is worth i tried to exchange it or trade it back to mclarty when i first took it in the second day i had it and they would not so no i do not accept this people there even asked me if i was trying to trade it that vehicle should have bever been on the lot 
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 11/18/2024

  Dear Better
  Business Bureau:
  
  I received
  *** ********* rejection of the dealership’s response. While I respect her
  position, the dealership still cannot agree to her proposed resolution.
  
  If I got
  some of the dates wrong in my initial response, I apologize. Still, the fact
  remains that in the spring/summer, the dealership fixed her car for her for
  free as a gesture of good will – and gave her a courtesy vehicle to use while
  the vehicle was being fixed, also at no charge. Then, when she brought it back
  the second time, the dealership again gave her a courtesy car to use for free
  and fixed the car for her under the warranty.  The deal for *** ********s
  vehicle is final, and she owns the vehicle. Plus, the vehicle is working as
  intended.
  
  I regret
  that we cannot reach an amicable settlement of this matter, but the dealership
  does not owe anything to *** ******* and considers the matter closed.
  
  Sincerely,
  ***** *********

• Initial Complaint

  Date:11/14/2022

  Type:Customer Service 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 name is ****** ****** and I contacted McLarty Nissan to see if they had any new Sentras and they told me they did. . I orginally spoke with an internet salesman, I believe his name was Kevin, he no longer works there, and was told by him that the out the door price, which is tax, title, license was 25750. I was contacted by Nick several weeks later with regards to the request and I asked if I could get the vehicle for 25000 out the door price and he checked and the best they could do was 25129, which I agreed to. We headed to Benton, which is a 3 hour drive, and on our way I received a phone call that the vehicle wouldn't be ready because there was a recall on it. They asked that we continue on our way to take care of the payment and paperwork and they would deliver the vehicle on Tues/Wed of the following week. We continued to Benton.
  
  We went in to sign papers and Vance brought out a form that I would be responsible for the taxes. I corrected him and said the out the door price was given of 25129, which I had the cashiers check made for 25000 and a personal check for the rest. He went to the back and said that there wasn't anything they could do because they were only making 400 on the sale. So, lie #2. I know for a fact that their invoice price and the msrp are two different prices. The vehicle brand new is 21, +++. If my daughter hadn't been there, I would not have purchased the vehicle, but now she had her heart set on it and we already had a buyer for her car. I do not currently have a job so having to purchase the vehicle was difficult enough and now the cost of the vehicle just went up because I have to pay the taxes. They did not deliver the vehicle until Thursday, they were supposed to be here by 10 and didn't arrive until 12 making me miss a much needed hiring event I was going to attend. Non stop lies from this company.

  Business Response

  Date: 11/28/2022

  So, unfortunately ***** ******* is no longer a Manager of Mclarty Nissan of Benton therefore I can't speak to the day of the deal in question. However, I do know that we made a deal with the customer for that price and sold her that vehicle and our gross on it was $482.22. That may be an exaggeration of truth but still is in the $400 range. The price was exactly what she agreed upon, signed for it, and we delivered it when it was ready to her free of charge. I will apologize for any inconvenience or any stress she has for being late or missing an appointment but we here at Mclarty Nissan of Benton were just trying to get her the vehicle she purchased to her as quickly as possible. I am sorry for any issue this has caused you at the BBB with the slow response but this is the first time I saw that you had a complaint. Please let me know if there is anything more I can do for you at [email protected].

  Business Response

  Date: 01/17/2023

  Dear BBB,

   

  We represent McLarty Nissan of Benton, and we received the complaint from Ms. ****** ****** about her recent buying experience. Having investigated her complaint, the dealership does not agree to pay the sales tax on her vehicle. The difference in the “out the door” price was only due to a difference in sales tax because she took the car back to Texas for registration rather than registering in Arkansas. This was an innocent oversight stemming from the fact that most of McLarty’s sales are to Arkansas customers. There was no intent to deceive or to misinform. To that end, when the discrepancy was discovered, McLarty gave Ms. ****** the opportunity to walk away from the deal. She declined and signed the paperwork to purchase the car, including an agreement to pay for the taxes herself.

  Also, because she was out of state, the dealership did call to tell Ms. ****** that the manufacturer had a recall notice on the vehicle. McLarty completed the recall work and brought the car to Mrs. ******’s home to save her the trip to Arkansas. McLarty did this as a courtesy to Ms. ******. Nonetheless, if the delivery time caused Ms. ****** any inconvenience, McLarty apologizes and again, it was not intentional.
  

   

  In sum, while McLarty is not unsympathetic and realizes that Mrs. ****** is not satisfied, McLarty cannot agree to Ms. ******’s requested resolution. Should the BBB need more information or have questions, please do not hesitate to contact me.

  Sincerely,
  

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

  Customer Answer

  Date: 01/17/2023

  
  
  Complaint: 18385912
  
  
  
  I am rejecting this response because they knew the out the door price should include taxes. I had driven all the way to Arkansas to pick up this vehicle for my daughter and doing this was deliberate. I'm tired of dealerships taking advantage of others knowing they are desperate to obtain a vehicle.
  
  
  
  Sincerely,
  
  
  
  ****** ******