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Business Profile

New Car Dealers

Nissan of Cookeville

Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:03/05/2025

    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 thought I found a dealership that was actually decent and helpful only to be out $600 plus and still no resolve and only have 17k miles on the car that I only put 11k of the miles on. I got the car in 8/21/24 and was told I would get a year free oil changes I only got 2 which I found out at my first oil change when I also had to pay for an alignment with only ****** miles on the car. The issue was still not resolved so when I took it to be serviced again for the oil change I spoke to them about the tires and issues and after 5 hours there and the Tire Advisor informing me that anything before 12k miles is not supposed to be charged to the customer. The tire advisor was informative and helpful until it come down to the real deal of finding the issue. After a road force balance test after being made pay for a regular balancing the same day, two tires were considered bad on the inside and ********* would only warranty one tire. After speaking with the tire specialist they decided to take $129 off a set of 4 new tires. I selected a set of Yokohamas and had to pay $473 out of pocket only to have hankook tires installed and they are refusing to do anymore business with me because of a bad ******** review that I deleted because that was part of the stipulation for me to have my tire appointment that was scheduled for 3/4/25 - also I wasnt allowed to deal with the technicians. There was an email sent from the **** advisor to the service manager stating our agreement of **************. I was told that I couldnt cause any issues during my transaction even though when I found out the tires were the wrong brand I showed the email twice that said Yokohama and I have it in text. Now the dealership has also scratched my car twice and refuses to change to the tires we agreed upon. Ive reached out to the tire specialist, as well as the dealership. I asked for an alignment and was told it should be fine and now Im stuck with bad new tires and still a car all over the road.

    Business Response

    Date: 03/06/2025

    Dear Better Business Bureau,  

    We appreciate the opportunity to respond to the complaint submitted by Ms. ******** *****. Nissan of Cookeville strives to provide fair and professional service to all customers, and we would like to clarify the facts regarding this matter.  

    1. Tire Replacement Issue:
       - Ms. ***** initially approved and paid for the installation of a set of tires, which were unfortunately the incorrect brand. We acknowledge this mistake and took full responsibility by agreeing to replace them with the originally requested Yokohama tires.  
       - We are currently awaiting the arrival of two remaining tires. Once they arrive, we will install them, check the vehicles alignment, and provide her with the results.  

    2. Allegations of Vehicle Damage:  
       - Ms. ***** has claimed that our dealership caused scratches to her vehicle. However, we have documentation showing that these scratches were present when the vehicle arrived. Therefore, Nissan of Cookeville does not accept responsibility for these claims.  

    3. Customer Conduct & Communication: 
       - Due to the nature of Ms. ***** prior communication with our staff, which included an extremely aggressive voicemail, multiple instances of inappropriate language, and disrespectful behavior, we requested that she communicate exclusively with ********, a member of our management team, to ensure a professional and respectful resolution.  
       - While we are committed to completing the agreed-upon service, we have also made the decision to respectfully request that Ms. ***** not return to our dealership following this transaction in order to maintain a positive and professional environment for our staff.  

    At this time, we remain committed to fulfilling our agreement by replacing the tires with the correct Yokohama brand and checking the vehicles alignment. No further action is owed beyond this resolution.  

    Thank you for your time and consideration. Please let us know if any further clarification is needed.

    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,

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

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