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Business Profile

New Car Dealers

Nelson Mazda Murfreesboro
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:07/09/2025

    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 have been trying to get my brand new car fixed since 5/31/25, 6/7/25, 6/13/25, 6/20/25. The service center at first said they couldnt reproduce the issue on 5/31/25 and 6/7/25; then, after taking a ride with a service person on 6/7/25 , the sound was easily identified and 1/2 of the drivers side weather-strip was replaced on 6/13/25. I picked up the vehicle and the rattling sound persisted. I took the car back on 6/20/25 and then the story changed: first I was told they couldnt reproduce the sound and then was told the sound is normal. Loaner Miata RF no issues. I asked how it could be the case that the sound they couldnt reproduce be normal? A sales lead named **** got involved on 6/21/25 and offered a buyback at significantly less than what I paid for it. He then said he would have the service manager call, but I had to email him on 6/23/25. ***** emailed me back on 6/24/25 and we setup a phone call that took place on 6/24/25. He agreed to order the 2nd half of the drivers side weather-strip. He states in an email from 6/26/24 that the part was ordered and scheduled to arrive 7/1/25. I emailed him both a photo and 2 videos for his review. 7/1/25 came and went and I sent a follow up email on 7/7/25 without response. I ended up calling on 7/9/25 and left a message as ***** was in a meeting. I was told by ***** on 5/31/25 via text message that ********** team is going to take great care of you. I thought I saw your car in service! I was told by ***** via text message on 6/13/25 we are going to make sure that vibration is gone for you! I was told by **** in-person on 6/21/25 that I believe this can be fixed. I will have the service manager reach out to you. He and our ******* are gone for the day.The issue is either the weather-strip, the window, or the roof panel. I have been given guarantees that this issue will be resolved, but have essentially been ghosted since 6/26/25. 3 options: repair, replace, or refund. *I have video, but unable to upload.

    Business Response

    Date: 07/11/2025

    ***** dropped off his car this morning, and as of this afternoon, we have resolved the noise concern he reported. Ive driven the vehicle with ***** to confirm the issue has been addressed, and he has my direct contact information should it arise again.  Please let me know if there is any other items that need to be addressed.

    Customer Answer

    Date: 07/14/2025

     
    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:09/01/2022

    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.
    Spent 3000 dollars on a repair and still experiencing a lateral shaking from 15 to 30mph. Enough to where it feels dangerous to drive. The company doesn't want to help me with this issue that I wasn't experiencing going in. This is not a buyer remorse about service being charged too high, this is specifically about the car not being safe to operate when I paid for a service to be done

    Business Response

    Date: 09/14/2022

    Business Response /* (1000, 5, 2022/09/06) */
    I have spoken with **** and we are working toward a resolution. We are waiting on **** to bring the new axle in and we will be installing this for him. Once this is completed and we have verified the fix, we should be able to close this as resolved.

Nelson Mazda Murfreesboro is BBB Accredited.

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