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:08/22/2023

  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 have taken my car to the dealer multiple times due to a recall on my vehicle . Since said recall *** spent over $5000 . Due to negligence of dealer not properly inspecting or fixing the vehicle . I had to return my car straight back to the dealer on 5 occasions repeatedly where what was supposed to fixed wasnt and I noticed multiple times before I even left the dealer . As I spoke with the service manager to see what could be done to rectify this after *** spent thousands on repairs I was only offered $300 discount on a issue that has a open recall and they didnt even alert me offer to fix under rebate . Between 2021 and 2023 this has been the only dealer to touch my car and Ive driven under **** miles within the last two years but yet every time I bring my car to them there is another thing that needs to be fixed and I work from home so where is the damage being done ???

  

  Business Response

  Date: 09/07/2023

  Good afternoon,

  A voicemail was left this morning for the guest and again moments ago.

  Please give me a call directly at ************** to discuss your experience.

  Best regards,

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

   

• Initial Complaint

  Date:06/27/2023

  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.

  On February 6, 2023, my locked 2017 KIA ******** was stolen from my driveway. Despite having a factory-installed anti-theft alarm, it failed to sound an alert. I later discovered that my vehicle had become a target of a **************** challenge, which has gained significant popularity among criminals.After reporting the theft to the police, my vehicle was found abandoned and damaged on the same day. It was towed to the Kia ********************** Dealership located at ********************************************. The car arrived at the dealership in drivable condition, albeit with cosmetic damages.My concerns and dissatisfaction with Kia ********************** Dealership arise from their subsequent actions. The service manager, ****, who initially received my vehicle, was later fired. The dealership has been unresponsive and difficult to reach on numerous occasions, breaking promises made to me regarding the return of my vehicle.I recently received information from my insurance provider, State Farm, on June 23, 2023, stating that my car has been deemed a total loss based on a supplement provided by the dealership for transmission repair, despite the fact that the transmission was not identified as a problem during the initial intake assessment of my running vehicle. Moreover, the dealership stripped my car's transmission without my consent or authorization. Lack of transparency, communication, and professionalism exhibited by Dealership throughout this process has left me deeply frustrated and financially burdened. I believe Kia ********************** Dealership should be held accountable for their actions and the damages they have caused. I would appreciate your investigation into this case and any appropriate action that can be taken to rectify the situation.Thank you for your attention to this matter.

  

  Business Response

  Date: 07/12/2023

  Dear *************,

  I am sorry to hear that you were a victim of the Tik Tok challenge. I have talked to the service manager and service technician about your car. Upon your vehicle being towed in after the theft, we did reach out to your insurance company for the repair on you behalf. The car needed repairs to the steering cylinder and ignition switch as well as you reported a knocking noise from the engine. Being that the car was towed and then pushed into the shop for repairs, we could not have known that it would also need a transmission. Once the engine repair was complete, we recognized that the transmission would not go into gear to move the car. The service department did contact your insurance company for the additional repair, which they did deny. If your insurance company total lost the car because of the theft, would you not be getting a settlement check from them for this car. 

  Sincerely 

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

   

   

   

  Customer Answer

  Date: 07/12/2023

  I object to the the claim that my car had to be pushed. My car arrived at Nalley ************ running parked at the entry to the service desk while idling I have video footage of this fact. I did NOT submitt any complaint  regarding my car engine knocking. 

  

  Business Response

  Date: 07/21/2023

  It is likely that your car was pushed into the shop because the ignition switch cylinder was broken. We are here to assist, but if your insurance company is totaling the car, and we do not have permission to do further work maybe you could negotiate with them to get your resolve. They may total the car, but you maybe able to take a lesser settlement and apply the difference to have the car fixed. But you would need to talk to State Farm about your options.

  Customer Answer

  Date: 09/21/2023

  Complaint: 20241770
  
  I am rejecting this response because: To Whom it may concern: I reject the business response that my car had to be pushed. They were not honest in their handling of my cars repairs. My car was running and drivable  when it arrived at the business in question 02/11/2023. They pulled it apart and charged for unnecessary repairs and further damaged a vehicle that did not have structural damages.  I have attached my video of my car when it arrived at Nalley Kia *********** Thank you for your help in this matter.
  
  Sincerely,
  
  **********************;    

• Initial Complaint

  Date:04/25/2023

  Type:Billing 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 April 13, 2023 I emailed ***** ***************** about paying for my car to be fixed, but I heard nothing back. So I called and it was saying their line was disconnected. So I kept calling and I get the manager who said she was going to call me back, but she didnt, so I called back and I talked to **** on April 20, 2023:who says they just towed my car to an impound yard a week ago.I said no thats not right! I should have got notified before you all towed my car!!! I should have got a certified letter and a email before you all did this! I emailed *********************** about keeping my car here for my insurance claim: because, I was going to pay ***** for the work: because at the time I wanted ***** ****** to do the work.*********************** and never emailed me back saying he wouldnt do the above.Now I just want ***** to get my car out impound yard :since ,they didnt notify me.

  

  Business Response

  Date: 04/25/2023

  I have spoken to ********************* and did inform her that her 2007 ***** was impounded by K.O. towing service due to abandonment. Car has been on our property since September,2022. I told ********************* that we have not been able to contact her for several months (she changed her phone number and said that she doesn't check email that we have that often). I also stated that we would be willing to repair he car if she provided the funds to purchase parts prior to ordering. (special order parts needed, conversation was had 12/22/2022 with her). ********************* was told this in December 2022 and failed to communicate with us her intentions. ********************* also stated that she sent an email on 4/13/2023 with regards to the repair of her 2007 Venza. No email was received, and I asked her to forward email directly to me. I have not received this email. I did tell ********************* that I would still be willing retrieve vehicle and do the repair if she would pay for 50% of the repair by 4/28/23. ********************* stated that she wanted to check with other automotive electricians before making a decision. I provided my cell phone # and asked her to call me directly once she has made a decision. 

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19978782
  
  I am rejecting this response because what **** said isnt true!!!  I didnt abandon my car, a ****** representative from this service center said I should file a insurance claim because my car was vandalized: it happened at a Airbnb rental home:I have emailed this dealership several times from a ****************** and the last email I sent I mentioned the dealership waiting on the insurance, and I didnt get a objection from this dealership to ****************** and previously this is the email ***************** that I have gotten responses from this dealership, and I check this email regularly!  
  

  This email **** talking about he sent a email to *********************** I have never got a email from this dealership here, and I havent seen this so called email **** says he sent, but I dont check this email that much anymore!  
  I have procrastinated in getting the ************************ documents for their investigation, so the investigation isnt completed yet, but Airbnb.com refunded me for the rental recently, so I was going to take that and pay for the car, but **** has changed the prices on how much it is going to cost to get the car fixed, so now if Stonecrest ****** will give me 60 percent off their services because of all I went thru with them, I will go with them: otherwise: I just want Stonecrest ****** to get my car out tow shop and tow car to my house: I have found a electrician to fix the car.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/28/2023

  ********************* is requesting that we discount 60% off repair or have her vehicle towed to her home. *********** and impound has her vehicle now and she will be required to show proof of ownership and pay impound fees before car can be released. We decline to participate in the discounted rate that she is requesting. We are also unable to reclaim vehicle from impound (must show ownership before vehicle is released) We have given ********************* every opportunity to repair her vehicle. Her Vehicle has been on our property for 8 months and last she had spoken to anyone was 12/22/22. We have sent her repeated estimates. On December 22, 2022 Our General Manager told ********************* that she will have until the end of January to decide to approve or decline repairs and pay the required deposit if approved. We have had no communication from until the week of April 20th 2023. ******************** advised me that she had sent an email to us on April 13th 2023. I asked her to forward that email to me and I still have not received it. During the last communication in December 2022 she did give our General Manager a new email address and a quote was sent to that email addressed she requested. It shows that it was not viewed. As for the original repair estimate. We informed ********************* that we would attempt to repair the wiring harness but after reviewing the repair, our Master Technician would not guarantee that the repair would safe. We did revise the estimate before sending. I have attached the estimate timeline (sent and viewed by customer). We have signage posted that abandon vehicles will be towed at owner expense on out property. More than two months since the last communication from *********************, we had vehicle removed from property. 

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19978782
  
  I am rejecting this response because:
  I sent a email to general manager of Stonecrest letting him know that I will pay them for the car, but that I wanted to wait on the insurance claim investigation which they are asking for several documents: the general manager didnt give me a deadline on how long I could have the car at ***************** after I sent that email!!!!!

  Which led me to believe ***************** manager was in agreement with waiting on the insurance investigation:which even if the insurance didnt come thru I was going to pay *****************, so ***************** was wrong in towing my car without sending me an Urgent email and a certified letter and seeing that I received it since the general manager didnt give me a deadline!!!!!!!!!!

  It is a lie that the general manager told me I had until the end of January, or I would have did something by the end of January!!!!!  I didnt abandon the vehicle or I wouldnt have sent any emails!  And once an agreement is made I dont need to keep sending emails!  Therefore because of all ***************** has taken me thru I will send them a copy of my title and a copy of my Id, and they should get my car out impound because ***************** led me to believe there was no deadline, and now they are turning around and lying on the general manager to justify their wrong doing of impounding my car!!!

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/19/2023

  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.

  Bought a used 2019 ****** Camry October 2022, two days after purchased we went in person to have them sign the cancellation for both gap and extended warranty. We were only refunded the extended warranty, and they said it was mistake on their end for not being refunded for the gap. It has now been four months and we have still not been refunded.

  

  Business Response

  Date: 04/14/2023

  You can see by the attachment that ****** concern has been resolved, and all monies sent to the correct parties. 

   

  The attachment is a screenshot with our last communication yesterday. 

   

   

  Thanks 

   

   

   

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

  ****** Automotive

  To be the most 

  GUEST-CENTRIC

  Automotive retailer

  Cell ************

  Customer Answer

  Date: 04/14/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/15/2022

  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.

  This is regarding the recent sale of my 2018 Lexus GSF without temporary tags and registration. I urgently need to use the car that I purchase from *********. ********* received payment in full by certified bank check 11/23/22 for my Lexus GS-F. Prior to this, ********************************* (finance manager) requested that he can obtain the plates on my behalf, and there was a charge for that on my invoice of $294.75. On 11/23/22, I informed *********************** that I can arrange the car to be picked up shortly after payment, however she informed me that the car was not ready yet. On 12/1/22 I informed my sales associate *********************** that my enclosed transport will arrive on 12/5/22. My transport company arrived on time and delivered it to my house the next day, 12/6/22. I only found out that the car I purchased will not have temporary tags until the day of my enclosed transport pick up. I was then told by ******* that she will supposedly be getting temporary tags the day of the transport pick up and that she will overnight them to me. I then followed up with ******* and she said that they did not receive temporary tags. After I followed up a few days later, she informed me that the temporary tags can not be given to me because I bought the car from the old company (Asbury). I have also attempted to follow up with ********************* and ********************************* multiple times regarding this but they have not returned my emails or calls. I am paying insurance and have to pay to use another car for work, instead of being able to use the Lexus GS-F that I purchased from *********. Selling a car which I have paid in full and having it delivered to my home without temporary tags and registration is illegal. I have paid in full (certified bank check) and I attached the bill of sale. car was delivered without temporary tags or registration even though ********* had almost 2 weeks to get temporary tags/registration. I also do not have my title. I am requesting compensation and the above.

  

  Business Response

  Date: 03/09/2023

  A voicemail was left for ******************************* today, March 9, 2023, at 12:41PM which included direct contact information to resolve the complaint.

• Initial Complaint

  Date:11/07/2022

  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 May 7th 2022 my family and I purchased a **** Infiniti M45 from Nalley Infiniti of ******** that ended up being the start of our nightmare. ** wanted to pay for the vehicle cash but their were issues that needed to be fixed on the vehicle a total of 7 issues mainly cosmetic or so we thought. After going back and forth with our sales rep *********************************** and the sales manager *********************** about taking money off the total sales price because of all the items that needed to be fixed, Nalley Infiniti of ******** refused to do so and said that they would fix the items and put them on a we owe in the contract. This would take about a week to get all items repaired per the conversation with *********************************** our sales rep. ** agreed to do the financing with the same sales price as advertised as long as they would fix the items. ** ended up purchasing insurance (effective that day ) as well as sign the paper work and pay an outrageous down payment of $4250 that we later on found out that this down payment is more than the vehicles value. To date we are still getting the run around from the negligence from Nalley Infiniti of ******** and their co parts Asbury Automotive group, ****** and ************. Nalley Infiniti of ******** never fixed any of the items on the we owe and damaged the car further mechanically by joy riding in it putting an extra 300 miles on the vehicle with my insurance on it and they also rolled the miles back on the vehicle so we do not even know the true miles on the vehicle. When we took possession of the vehicle and got it checked out by our own mechanics the first thing they noticed when putting on the lift was that the vehicles muffler has two big holes in it and the front catalytic converters were all scrapped up and dented with fresh marks on it, The tie rod ends smashed down, the control arms are loose and not safe to drive on, the rims all bent up, their is an oil leak and the serpentine belt is shot with cracks in it and this is all afte

  

  Business Response

  Date: 11/10/2022

  Thank you for your feedback on your situation.  We will reach out to our Infiniti store to get more information.  

  Customer Answer

  Date: 11/10/2022

  To date the vehicle is broken down from their neglegence and lies and federal and state violations my vehicle does not even turn on and is not secure because window won't roll up I have majority of all interactions with Nalley Infiniti of ******** on video and audio recording I want Asbury being the owner of nalley Infiniti of ******** to resolve this issue. 

  

  Business Response

  Date: 11/30/2022

  Thank you for the opportunity to respond.  We are reaching out to our Infiniti store to get the status on this situation and will update asap. I do believe this complaint was also set up under the Nalley Infiniti as well. 

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18368711
  
  I am rejecting this response because: I have given exactly 7 months for this issue to be resolved and nothing has been done I know that Nalley ***************** has made you as the owner aware of them breeching the contract and not fixing the car and joy riding in it when it was suppose to be getting fixed causing extensive damage to the under carriage and rims on the vehicle and the roll back of the mileage as well. **** and *********************** and ****** the service manager has made you aware you all even had a meeting about my car at corporate with ****** on what to do about fixing it Your company gave me so many run a rounds I know you are not still pulling the run around when I am the one with a broken vehicle out over 5000  that is not secured and contract was breached in the first place as well as using unfair business practices to gain kick backs from the finance company and charge an extra **** to me when the vehicle could have been bought cash where I take care of the issues but instead I was refused for a cash deal with a discount to account for items that needed to be fixed and was told that y'all would handle the issues and never did I have a copy if the we owe and pics of the damage before and after as well as video DO the right thing and don't be a scum bag company who just got to the fortune 500 list. If that was done off the backs of your customers being screwed over It won't last. I expect a prompt response as your company has had me wait for 7 months and has come up with every lie not to fix the vehicle .

  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/09/2023

  Thank you for taking my call moments ago. As mentioned, ***********************, will be reaching out to you today to help us reach a resolution. 

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 18368711
  
  I am rejecting this response because:
      Yesterday 3/13/23 my husband and I went to Nalley Infiniti of ******** to meet with ************ to get a resolution on all issues of the breached contract After hearing some of the concerns he says that he cant help us and thanks for our feed back he will forward it back to Asbury and will call by today 3/14/23 to let us know what Asbury says about it. No call today at all....same stalling tactics that have been used to not face thier deceptive ,unfair and fraudulent business practices. I will reach out to ************************* at Asbury executive offices tomorrow since she told me this is her top priority to get resolved and it would be resolved the same day and it has not been this is last Good faith effort before next steps.

   

  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/20/2023

  Please see the attached response to Complaint No. ********.

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 18368711
  
  I am rejecting this response because:
   The business did not give a good faith effort they are lying I need the complaint to be opened back up as you gave the business from November until now to respond it said to respond by the 7th day so please alot me the time as my family and I are the victims 

  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 04/07/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.Response and documentation are sent in an email as the files were too large to add here. Please contact me if you have not received it 

  Regards,

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

• Initial Complaint

  Date:10/12/2022

  Type:Customer Service 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.

  LETTER TO THE COMPANY: Hello ************ and ******************, On Monday 10-10-22, I contacted the dealership to inform them about the bubble in the tire and was informed to bring the car in without an appointment. On Wednesday 10-12-22, I went to the dealership and spoke with a service department representative. He examined my vehicle and immediately accused me of hitting something and stated that caused the bubble in my tire. I explained to the service rep that I just purchased the vehicle in March and only have ***** miles on the car. I adamantly informed the service rep that I did not hit anything with my car. Considering that this car was new and the number of miles it had, I asked the service rep were the tires under warranty. The service rep continued to exclaim that I hit something and dismissed me. He told me if I wanted the tire replaced I would have to pay approximately $200 to have the tire ordered because they did not have it in stock. I am a driver for Amazon who had to take a DOT test to ensure I could perform the duties of my job. During my tenure with Amazon, I have never had an accident. I am a very careful driver and I am even more careful driving my brand-new vehicle. I do not like being accused of something I did not do in an attempt for your dealership to not honor their customer service agreement by replacing a clearly defective tire. Also, I am very disappointed that when I took my car in for service, I was not informed that Friday that there was a bubble in my tire, as I am certain that a service technician must have seen the bubble in my tire while performing the tire rotation. This is my request. I would like Asbury Automotive Group to replace the tire. Any assistance you can offer me to resolve this complaint is greatly appreciated. I hope to hear a response from your company within the next 10 business days regarding a resolution, as driving the car with a bubble in the tire is an urgent matter.

  

  Business Response

  Date: 10/20/2022

  Thank you for the opportunity to respond.  The dealership has reached out to ************ to assist. 

  Customer Answer

  Date: 10/22/2022

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/15/2022

  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.

  Warranties were added to my loan without my knowledge or consent. On Sunday, Jun 26, 2022, I went online and purchased a new 2022 ****** Tacoma from *******************, a subsidiary of Asbury Automotive Group, for $31,522 and made a $5000 down payment. When my wife and I went to the dealership, we met with *********************, their finance manager. He said he was required to explain to us their extra warranties. We thanked him but we were clear in stating we didn't want any extra dealer warranties. He collected our signatures using an electronic pad. He then sealed up some loan papers in an envelope for me without my being able to review them in any detail. I later learned that those papers were missing pages 1 and 2 of the loan agreement and were replaced with an Application for Certificate of Title. Clearly, the missing pages 1 and 2 show the loan value and additional warranties which were added to the loan without my knowledge or consent. He also increased my loan payment by $100 but I thought that was because the term was being reduced.After making my first payment, I checked my credit report and was very confused as to why my loan balance was over $30,000. On Tuesday, Sept 13, 2022, I had a very cordial meeting with *********************. He quickly and nervously agreed to cancel the 2 largest warranties and credit my loan within 90 days and we both signed a cancellation agreement. At the meeting he also gave me the missing first page of my loan document and a form he says I signed which states I agreed to pay $990 for a fabric warranty. I don't know where that document came from nor was I given a copy of it when I first met him. He told me it is impossible for him to cancel the $990 fabric protection warranty . He also can not do anything about the ****% interest I am paying while I wait for the credit.I would like the 3rd warranty for $990 also cancelled and I would like my loan credited with the interest I am paying on all these extra charges.

  

  Business Response

  Date: 09/23/2022

  We have reached out to the customer and agreed to cancel the Resistal contract as requested. The customer is satisfied with our actions.

• Initial Complaint

  Date:07/21/2022

  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 April of this year, I dropped my vehicle off for repairs for a minor side swap. The other party's insurance paid for the repairs and it's now the End of July and my vehicle is still in the possession of Nalley Luxury Collision. It's been almost half a year and I've been paying for this vehicle and not able to drive it. Geico, the at-fault party's insurance ceased paying for the rental car I was given, stating that Nalley is taking an excessively long time to get my vehicle repaired. Enterprise forced me to return the rental and sent me a **** of over 2k.For close to half a year, I have been paying for a car I can't drive because this company has been dragging its feet in the repair process after being paid over 19k for the repairs already. Please handle this ASAP Before it goes further

  

  Business Response

  Date: 07/26/2022

  At Nalley Luxury ********, our goal to provide the best guest experience possible. As such we are certainly disappointed to hear we that is not the experience this customer has had.   There are many factors that have caused delays along the way.  Following is the time line of events surrounding this repair.
  
  The vehicle was dropped off unscheduled on 4/19 and at a time when we were scheduling out new repairs 2+ months. ****, the estimator,was very transparent with the customer about our back log of work and informed the customer that this would take longer than usual.
  
  We did not receive claim information for this repair until 5/5 from the customer.
  
  Being a new claim we did not have any initial paperwork from Geico and they were not proactive about sending an adjuster out to inspect. We reached out to Geico to see if there was anything they needed us to do and they ask that we write up an estimate to which we did and submitted on 6/6. There seemed to be some confusion around the claim as Geico told us they were never informed of where the vehicle was dropped off.
  
  Geico responded back with their approval on 6/16 and parts were ordered shortly after.
  
  We were able to get this over to a tech 6/21 to start work and most parts were received 6/24.
  
  This is a 108 hour repair which calculates to about a 27 days of working time. Also being a coach works style vehicle these can take a little longer as than your typical assembly line vehicle.
  Body repairs were complete 7/13 and vehicle went over to our paint department for refinishing.
  
  As of now we are nearing the finish line and are shooting to have this complete and ready for pick up by the end of the week if all goes well with the reassembly.  Again, we completely understand our customers frustrations and want to assure him we are working diligently to complete the repairs.

• Initial Complaint

  Date:07/20/2022

  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.

  Dear BBB: I bought a Nissan Versa from Nalley Nissan in April 2021. At the time I asked for and thought I received a ************* policy along with an Extended Warranty policy. I have paperwork indicating both were issued by ****************************** in ***************, *******. Fast forward to Yesterday, July 19, 2022, and as I finalized the refinance of my car to a lower rate, it was revealed to me by a rep with the ******* company that I did not, in fact, have a GAP policy. I was shocked and upset, because I have signed paperwork indicating I bought the added coverages in good faith. I also have my invoice from the sale of my vehicle and it indicates I did pay $786.00 for a GAP policy. I telephoned Nalley on Wednesday July 20, 2022 and gave my story to ********** I originally asked for the gentleman whos name is signed on my invoice, ***********************, but learned from ********* that he no longer works at Nalley. ********* said he would look into my request and for me to call him back at Noon. I did. And I called at least another six times until 7 pm. I left messages but, I fear Im being ghosted. I would like the BBB to intervene and help me get my GAP payment returned. To resolve this, Id like a refund of the $786.00. Most companies today take our money and charge interest. I should be entitled to interest, but Ill take the $786.00 as a complete resolution. The additional worry and regret I have over this is not only realizing I was not covered for 16 months, but also on a broader scale, I wonder how often something like this happens to other consumers. Additionally the Insurance Broker told me regarding the Warranty policy I also bought at the time of purchase, which is also listed on my invoice for a price of $1,600.00, that it has a different warranty account number, than the paperwork I was given from Nalley. Please help me obtain my $786.00 in an amicable way. *********************** **************

  

  Business Response

  Date: 07/27/2022

  Thank you for the opportunity to research this concern for our customer.  We are showing both Gap and Extended Warranty are active policies.  Here are the policy numbers for your records: Gap - DA12701495, Extended Warranty - P00018075622.  Please let us know if you have any further issues with either policy.  We appreciate your business and look forward to serving you in the future. 

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17597059
  
  I am rejecting this response because first, t****-you BBB for getting back to me quickly with a message from Nalley Nissan.  Today, Wednesday, July 27, 2022, I read their response and immediately placed a call to ***************** & **************** the third-party vendor who issued my GAP and Warranty policies with the Contract numbers Nalley supplied.   As I initially stated, there is no GAP policy.  A representative with ***************** & Associates told me the number Nalley provided is not valid, and does not exist. DA12701495 does not exist. The company again today did a search of my name, social, and VIN number and the only protection policy they have in effect for me is the Warranty plan, which is the number Nalley provided of P000018075622. 

  I emphasize again, there is no GAP policy.  Im certain in responding to your inquiry that Nalley simply looked up the paperwork they have in their files and did not make a telephone call to their vendor to authenticate both policy numbers provided. Therefore, I am in the same position as I initially was upon making this BBB claim.  Im still due $786.00 in funds I paid on the date of purchase, but did not receive.
  
  

  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/02/2022

  Thank you for your update.  We have reached out and found the following information:

  The Gap policy number she was given was a valid policy number Nissan Gap.
  
  NNANet shows the gap was cancelled by NSD Corporate on 7/25/22.  

  It seems that during your refinance, the policy was cancelled and if so the refund would go to the lienholder.  You may need to follow up with your lienholder to see if they did process this cancellation and if so they should receive the refund mid-August. 

  Customer Answer

  Date: 08/02/2022

   
  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.
  
  Sincerely,
  
  ***********************