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Business Profile

Car Dealers

Nielsen Ford of Morristown

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 3 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:06/16/2025

    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.
    My truck was taken to Nielsen **** 4 times to address the same issue. The issue still persists. Additionally:I had mentioned that they should wash the truck as a courtesy (since I've had to take the truck in so many times) - they said ******* time I stopped so a mechanic can do a road test. I asked to speak with ***** (Service Manager). The girl I spoke to went into *****;s office, and neither of the came out. I stood there for a while. Nobody acknowledged/assisted until one of the mechanics saw the ****** off expression on my face, and asked if i needed help (also took a road test with me).When i picked up the truck after a week:- It had 20 additional miles registered - Was dirtier than when i dropped it off - Had an odor (possibly from some sweaty guy sitting in it)- I found a 711 cup in the back seat (definitely not mine)- It looked tossed for valuables (items in doors and compartments were in my center console Needless to say I was furious. I tried calling the *****, the General Manager (cant recall his name), and even the owner *****. Not one person returned my calls.

    Business Response

    Date: 06/16/2025

    We have attempted to contact this customer several times with no reply. Our records show that we have not had an interaction since April of this year. We are happy to try and address his concerns. Please let us know when and how we can best contact you to resolve the issue. 

    Customer Answer

    Date: 06/16/2025



    Complaint: 23474045



    I am rejecting this response because:


    Please have the owner Erik contact me. 






    Regards,



    Justin Kross

    Business Response

    Date: 07/07/2025

    We have made multiple attempts to contact the customer to resolve, with no response from the customer.  We would like to address this issue.

    Customer Answer

    Date: 07/07/2025


    Complaint: 23474045

    I am rejecting this response because:

    The response is false. They made one attempt to contact me when i filled this claim. I also requested that the owner ***** contact me, and I have still not heard anything.

     

    Id like this to reflect in the companys BBB rating. They dont seem to care about their customers - therefore they shouldnt care about their rating.

    Regards,

    ****** *****

    Business Response

    Date: 07/09/2025

    We have reached out with no return call.  The services we provided were covered under warranty and we paid for the rental vehicle that was used at the time the repairs were being attempted.  The issue is intermittent and have tried to address.  The issue with the condition the vehicle was returned in with a cup, smell, and things misplaced we were unable to verify with our cameras or with the technician who worked on it.  His vehicle is still under warranty for the issue and if he has no faith in our shop, then it would be covered at another franchised location for the repair.  ************ would like to further discuss, then I can be reached at ************************************* or ************.  We ask that this case be dismissed and closed based on the lack of follow up from the customer.  Additionally, the dealership absorbed the expense of a rental and attempted to repair the vehicle in good faith.  

  • Initial Complaint

    Date:03/06/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 vehicle from Nielsen **** on October 21, 2024. I paid them in full for the car. I was given temporary plates and registration which expired November 19, 2024. They then issued me a second temp. (Which is illegal to do). Any way we are now in March and I still do not have License Plates, my car is not registered with DMV and I have not yet received the title to the car. Which if you look up the Vin# you can still the the information for the previous owner. The dealership keeps telling me my paperwork is still in ******* at ***. I was informed in December that the previous owner had not given them the title to the car that they sold me and so that is what was taking so long. I did not realize you could sell a car without a title. They now have me in a rental car for the past 4 and half weeks. I reach out to them everyday hoping they will have my registration, title and plates, but the answer is always no. Not yet. Yet I am paying to insure a car I cannot drive. All I want is for this to finally be resolved and receive the paperwork and plates and registration and title for my car. The Vin# is ***************** it is a 2020 Mini ****** S. Can someone please help me resolve this.

    Business Response

    Date: 03/06/2025

    When the dealership paid off the vehicle the title we received from ************* had a mistake on it, we are working with *** financial to correct the issue but as of today is not resolved.   **** ******* the General Manager of the Morristown locations will be reaching out to the customer to update them tomorrow and discuss solutions.    

    Customer Answer

    Date: 03/07/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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.
    My only request is that this can be settled as soon as possible.

    thank you. 
    Regards,

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

Nielsen Ford of Morristown is NOT a BBB Accredited Business.

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