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:06/18/2025

  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.

  In April, I purchased a 2021 Nissan Rogue with a 3-year warranty. This has been the most disappointing vehicle purchase I’ve ever experienced.
  
  Immediately after leaving the dealership, the check engine light came on. I contacted the salesman, who advised me to return the following week, assuring me the warranty would cover any issues. Soon after, I also noticed the side view mirror was loose and sent a video to the salesman, who said it would be addressed during the service visit.
  
  At my first service appointment, I was told the engine light had turned off and that the mirror would need to be replaced parts were to be ordered. Days later, new warning lights appeared, affecting the braking system. After another service visit, I was told a sensor was replaced, and routine maintenance was finally performed (which should have been done before the sale). However, the mirror was still not replaced.
  
  Within the same week, the warning lights reappeared. I returned again, only to be told the issue couldn’t be found because the lights had gone off. Despite repeated visits, minimal progress has been made. I was later informed the mirror would not be replaced, contradicting previous statements. I was also told these warning lights were “normal,” which I find unacceptable especially since I know others with the same vehicle who haven’t experienced these problems.
  
  I’ve made multiple trips between Macon and Warner Robins, and I feel misled and frustrated. I am requesting immediate and complete resolution, including:
  • Replacement of the side view mirror
  
  • Full adherence to the vehicle’s warranty
  
  As of today, June 17, 2025, Nissan fixed the issue regarding the malfunctioning lights. However, I had to pay $100. Not to mention, I had to get a diagnostic from another business.

  

  Business Response

  Date: 06/18/2025

  We do apologize for the inconvenience and frustration you experienced *** *****. We did explain that we add in a WE OWE in every deal and the mirror was  not in the WE OWE which is attached. The mirror was  not mentioned until days later after the sale. Again, we do apologize for the inconvenience and you having to make a couple trips we will send you a $50 gift card and we will be more than happy to reimburse you the $100. We value your business and hope to have the opportunity to serve you better in the future. 

  Customer Answer

  Date: 06/21/2025

  Complaint: ********

  
  I am rejecting this response because:  I purchased the vehicle on the 18th of April. I didn’t leave the facility until after hours. I spoke with the salesman about the side rear view mirror on a Saturday. I complained about this mirror within the warranty period.  I have messages to prove my point. I was informed that the side rear view mirror is covered under warranty since the beginning. What options are available to resolve this issue? Why was I initially told that the mirror was ordered, only to later discover that it will not be ordered?

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

  

  Business Response

  Date: 06/23/2025

  *** *****, as we explained before there was nothing in the paper work mentioned about replacing the mirror nor was it mentioned until later on after the sale. We will be more than happy to give you an employee discount on the mirror since you did purchase your vehicle from us if you would like to get the mirror fixed. We will also send you the $100 reimbursement and a $50 gift card due to the inconvenience. Again, we do apologize for any inconvenience we have caused you and if you decide to come in to have your mirror fixed let us know and we will get that ordered for you.   

  Customer Answer

  Date: 06/25/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: You mentioned that the mirror was not included in the paperwork and only brought this up “days” after the purchase. However, I would like to point out that the vehicle was not properly serviced prior to the sale. For example, the fluids were not changed. Before I make a final decision regarding the employee discount, reimbursement, and the $50 gift card, I need a clear explanation as to why repairing the mirror continues to be an issue. Although it was a challenge to get other problems with the vehicle resolved, those matters were ultimately addressed. I expect the same level of accountability regarding the mirror.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/02/2025

  Type:Product 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 *** *** **** I purchased a **** Nissan ****** “As Is” with the used car limited warranty, which states the different items it covers on this car for 60 days or 2000 miles, whichever came first. The car was a graduation gift for my daughter. My daughter have drove the car 3 times since purchase date, the car loss power while we was at the DMV in *******, GA, on *** *** ****, I called the dealership and was told by someone in service that I had to have the car towed, I paid the $240 to tow the car from ******* to the dealership. After calling for update several times, I was finally called back by Donald with service whom in formed me that the issue was the alternator and that he would call me back after he check on the warranty for vehicle. When Do*** called back he informed me that the warranty was “As IS” and the dealership will not cover any coast. I reminded him of the used car warranty I have and he stated “I’m just the middle man” and suggested I call the sales manager. I called to speak with the sale manager the same day, spoke with the sales person (Sa***) who informed me via text that the sale manager was off and the sale director would call me the next day about 10am. The next day came no call, I actually called five times and was told repeatedly that he was either getting paperwork together to call me or he was with a customer (as if I’m not a customer), but never received a call. I called up till 6:30pm because the receptionist told me the sales manager/director would be there till 7. When I called at 6:30pm no one answered at all and I had my husband to call from his phone and the receptionist instantly picked up. I have done business with this dealership since ****, recently paid cash for a **** ******** at a local sister store. I was sold a car two days before this purchase paid in full to be told the car didn’t pass safety inspection, 2 hours after complete purchase which led to this purchase. I want this resolved and will NEVER go back to them.

  

  Business Response

  Date: 06/02/2025

  We were able to speak to Ms. ****.  It was an AS-IS unit, but Ms. **** is also a Five Star customer and we value her as a customer.  We have gotten the issue resolved for Ms. ****.  we look forward to assisting her in the future.

  Thanks

  Customer Answer

  Date: 06/03/2025

  
  
  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:02/27/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car from them February 14 only to find out that there wasn’t a functional horn on the car. I need my horn and I pressed for it and it was non functional. My salesman did a full walk around with me on the car only to not inform me of this issue. Please note that I checked this car out twice with the same salesmen but not once did he make mention of the issue. Me knowing that it’s illegal for a dealership to sell a car with a nonfunctional horn I assumed it worked. But the dishonest act to make a sale is very distasteful. When I. Went back to return the 20** ********** and asked for my check back the salesman lied and told me it had been deposited when I knew the wasn’t true bc I had the bank on the line and she could hear every lie and rebuttal he used. They never verified the check. I also to my credit card for the remaining balance but I have not received the charge back of $***. However they did return my check back to me from the bank.

  

  Business Response

  Date: 02/27/2025

  Good Morning **. *****, we were not aware you were not reimbursed the $***. We will be more than happy to reimburse you. Please swing by and we will put the money back on your credit card you used. The vehicle was a 20** ********** that we told you was a mechanic's special and a "AS IS" unit. When you told us the horn stopped working, we told you we would fix it at no charge to you. Instead you wanted to return the vehicle which we told you, you were welcome to do. Our goal is always for our customers to have a great experience. We stand behind our vehicles and want to take care of our customers. We hope to be able to assist you in the future. 

  Sincerely,

  Five Star Nissan

  Customer Answer

  Date: 03/06/2025

  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:03/06/2024

  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.

  O* ******** ** 2023, I had my vehicle transported to Five Star Nissan of Warner robins. I asked the service rep to run a diagnostic on my vehicle. Due to prior mechanic shop informed me that I may need some work done to my engine, but he wasn't for sure. I transported it to Nissan because who would know more about a Nissan better than the people that work on them daily. The service rep contacted me the next morning and stated " I have sent you a list of things that we found during the diagnostics. Noting that some items on the list was incorrect because some of those issues was worked on prior to me taking my car to Nissan. Since nothing else major was on the list I informed Nissan to go ahead and fix the radiator and replace the hoses that was required Nissan quoted 1650 for the service. Service rep contact me about 2-3 days later informed me my car was ready for pick up. A day after taking my car to Nissan I went and purchased another car. once I picked my car up from Nissan I parked it for the next 2 weeks. Once I decided to drive the vehicle, I noticed it was still running hot. I then contacted Nissan which they told me to bring it back in. I spoke with John over the course of 1 month within that time frame he informed me that I needed head gaskets which was never brought up to me on my diagnostics report. hence that's why I asked them to run a diagnostic. If I would've known this, I would've never agreed for them to fix the radiator. I asked john to check the milage of my vehicle he would see that my car haven't been drove since I left Nissan. John basically gave me the run arounds for over a month about my car stating he's checking with his mechanic every time I called. I have reached out to the general manager of the store several times never received a call back. I have also reached out to the corporate and haven't heard back. I allotted a 2 week span to allow them to contact me before filing this report trying to resolve this issue no response..

  

  Business Response

  Date: 03/06/2024

  Customer came in December for a concern of a water leak.  We repaired the radiator as seen in the video.  The customer's vehicle has close to 300,000 miles.  We had the car for three weeks after the repair and could not get it to overheat.  Also, we did not charge the customer for a diagnosis or to look at the vehicle.  If it is overheating, it is not due to the replacement of the radiator.

  

  Business Response

  Date: 03/21/2024

  We have a video detailing the condition of the video.

• Initial Complaint

  Date:12/19/2023

  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.

  no warranty on repairs. I was not tolled in advance and paid full price.

  To whom this may concern,

  I have a complaint to the Five Star Nissan ** *** ****** *** ****** ****** ********
  The issue is all four wheel brakes being replaced on a 2012 ********** ******. A total mileage of this
  vehicle is 116000 miles. An appointment was made on ****** ** December 2023. The front brakes had
  no noise or vibration before repairs. After new pads replaced and used rotors never turned,
  approximately 60K miles, was turned .020 at this date. After a couple days the front wheels started
  making noise and vibration when brakes are applied. I returned to the dealership on Saturday to say
  there was a problem around 11AM. I was told that I had them replace the rotors that were used ones.
  He would not give a warranty or fix the problem unless I buy new rotors from the dealer and pay labor
  fees again. I had no knowledge of this they did the work. The rotors removed were aftermarket turned
  .040 and would have to be turned again. This would make the rotors un-safe. The service person started
  raising his voice in front of customers, and new employees. No supervisor was working. I was told to
  leave with no repairs. I am *** and a Vietnam veteran on a fixed income. I was a mechanic and replace
  brakes on many different vehicles. I feel unsafe with this vehicle for long distances. I will have to fix this
  out of my pocket. The total price was 1014.24. Parts were 458.53 which would cover all parts, new. My
  feelings, I think the rotors turned .020 only is at fault or improper maintance. I would like my money
  back, or fixed with full warranty. My trust at this service center is in question from this individual or how
  many people have had this problem or similar repairs. I assume a dealership would not want to lose a
  repair customer or to purchase any other vehicle from here. If I have an accident, I would have to take
  this to court. I have dealt with this service representative many times and all work was performed there.

  This is not the best way to permote Public Relations.

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

  

  Business Response

  Date: 12/20/2023

  Mr ****** came in yesterday and we repaired his vehicle at no cost. We replaced his used rotors with new ones, and he was satisfied. 

• Initial Complaint

  Date:03/27/2023

  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 ** ***** 2023 I went to Five Star Nissan to get my original FOB fixed. I informed the service department that the FOB had been lost and I had gotten another FOB, then months later I found the original FOB but it would not work any longer at which point the service rep said it would need to be programmed which they would accomplish for $140. After an hour and a half they said they couldn't program my original FOB but I still needed to pay even though I was not getting a programmed FOB as promised. When questioned why they said it was because Nissan corporation was charging them for each use of the program so they had to charge me but they would only charge me $69.95. I told them that this didn't sound right to me to pay for services not performed but I paid in order to get my vehicle back. I'd like a refund for services paid for but not received.

  

  Business Response

  Date: 03/27/2023

  We will be refunding his money as requested

• Initial Complaint

  Date:10/25/2022

  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.

  Purchased a vehicle on Saturday, ******* from Five Star Nissan in Warner Robins. After closing and signing the required paperwork (which was done digitally), I asked the Business Manager, Reginald ********* for a copy of the paperwork. I was told by him that I would receive a copy at my email address. After not receiving any email as of Monday ******* ******* I sent an email to the salesperson to contact Mr. ********* about not yet receiving any email. On Monday ******* ******* I received an email from Mr. ********* which included a link to a ***** Confidential Email which contained a PDF of the paperwork. After opening the PDF, I found I was unable to save or print it out for my records. on ******* ******* I replied to Mr. ********* to let him know that I was unable to do anything with the PDF and requested that he again provide the paperwork in a format that I would be able to save or print out. On Tuesday, ******* ******* and again ******* I replied to Mr. ********* again seeking a copy of the paperwork. On ******* @****** Mr. ********* replied that he would send the paperwork again and that I would be able to print it out. Two days later, ******* ******** I again sent Mr. ********* asking for a copy of the paperwork. On Friday, ******* @****pm, I called for Mr. ********* @ Five Star Nissan and left a message for him. As of Friday, ******* ******* I have received no communication from Mr. ********** Later Friday evening I emailed the General Manager, **** ******* through the Five Star Nissan webpage asking for his help with this. As of Monday evening, ******** I have received no response from anyone at Five Star Nissan regarding receiving a copy of my paperwork.

  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/25) */
  **********************************************************************************************************************
  The dealership (Five Star Nissan) hand delivered Mr. ******'s paperwork to his home. I personally talked to Mr. ******. He has possession of his documents. He is happy and satisfied.
  
  
  Consumer Response /* (2000, 7, 2022/10/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/22/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my 2016 ****** to this dealership on ** September 2022 to Five Star Nissan of Warner Robins Georgia and was told that I needed to wait a few days to a week to get a check. I thought that it was odd and asked why. She explained that it was a policy for them to wait until they receive the title from the bank. So a few days go by and I call to see if they had my check. (I had a few cars lined up that I wanted to go look at online) she tell me no it will be a few more days. Ok so today I call and same answer as before.. it'll be a few more days. Today is 7 days without a vehicle. So I told her that I needed the money and someone needs to override this ridiculous policy. She said she was going to talk to someone and call me back. An hour or so goes by and no call. So I called and I couldn't get ahold of her or anyone, so I decided to drive 45 minutes to get my check they owe me. Get there and same **** blah blah blah it's our policy blah blah. So I asked the sales manager why they have this policy and she explains basically the same thing about the title and adds that in case they mail ME the title (like that would happen.) Out of curiosity I asked if they had sold the car I sold them. YES she says they did sell it.. "WHAT IF THEY MAIL ME THE TITLE" I say to her and she says "we would get a duplicate title if that happened"
  This has nothing to do with me anymore it's between the bank and the dealership.
  Give me the money I'm owed.
  
  Not only does the policy contradict itself twice the dealership already sold the car and MADE A PROFIT from the car I sold them yet I haven't been paid. I'm not only posting this here but I'm posting it everywhere including the BBB.
  
  DO NOT SELL OR BUY FROM THIS DEALERSHIP
  

  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/09/22) */
  Mr. **** as soon as the Lein is Released from *************************** and the title is received we will have a check ready for you. This policy is in effect to protect all parties. We are checking daily for the title and will reach out as soon as possible.
  
  Sincerely,
  
  Jack C******
  General Manager
  
  
  Consumer Response
  Resolved

• Initial Complaint

  Date:09/06/2022

  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.

  Nissan has issued a recall to replace bad headlights for my car. I followed their rules to bring my car in for inspection and found that I should have my lights replaced per the settlement. Now I have been given the same answer month after month, that the parts have not arrived. It has been almost 6 months since the inspection. You would think that by now 2 headlights would have been received. My VIN:**************XXXX

  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/07) */
  After checking with Nissan, I do see the parts were ordered. Unfortunately, they are on back order. I do see that the ones ordered here are *** on the list. We have done everything in our power to get them here as soon as possible. I will updat the customer as soon as I get a ship date
  
  
  Consumer Response /* (2000, 7, 2022/09/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)