Business Profile

New Car Dealers

Nissan of Richmond

BBB Accredited Business A+Rated by BBB

Complaints

Customer Complaints Summary

46 total complaints in the last 3 years.
10 complaints closed in the last 12 months.

If you've experienced an issue

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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.

Initial Complaint
Date:02/04/2025
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.
I purchased a used car on 1/27. My credit was not the best in the world and I called the dealership and spoke with someone who identified himself as **** and then the banker. He said ask for the banker when I got there. The receptionist had no clue who he was until I said a finance person. The salesperson ******* was assigned (run run as fast as you can if he is your sales person!). Finally, we test drive the vehicle. I drive it and try to turn the ac and radio down he keeps turning it up. I did say I am trying to listen to the vehicle, but every time I turned it down, he turned it up. I do buy it but I am now buying it for more than the list price. No transparency. In fact, the 7000 I put down still shows the car more than the purchase price. Eventually another person gets that straight but still more than I expected after blowing up additional fees other than title, sales tax, etc. I drive it home it has so many issues. I take it back that day; I want my money back. Sales manager says it is not our policy, but he will fix everything. Couple of days later he says nothing wrong I mention some things he keeps it calls the next day its fixed. No proof of what was fixed. I pick up and nothing has really changed. Ever smell Cat pee? Yeah, this vehicle has it. I have attempted to call numerous times that week to so many individuals but no one calls back. In fact, if you see a response on a review try calling it you will never ever hear from them. For every negative review there are 2-3 5 star reviews, I believe I see some padding. Point is, run from this place if you are buying a used vehicle. I have 5 pages of notes and times I attempted to talk with someone or in talking with the sales manager. I had pre-qualified for 4 other places but I wanted to believe this dealership was where I was supposed to be. Again, I have attached a document outlining everything.
Customer Answer
Date: 02/28/2025
Thank you for your email. I have not heard anything from Nissan of Richmond related to the vehicle. No phone calls. The emails that I have received are sales promos about buying a car. So, no-no contact at all.
Business Response
Date: 03/25/2025
Ms ****** purchased a 2016 Nissan Rogue from us 1/27/2025. I am listing below some facts in this transaction
I am unclear at this point about the validity of the complaint. Many people noted do not even work here. Considering the amount of work done on this vehicle PRIOR to delivery and the "sold as is" status, all is still unclear.

I would like to propose that this customer brings the car back to ONLY SPEAK WITH my Parts and Service Director ***** ******* and have him PERSONALLY assess this situation. He is on this email, and he also has no prior knowledge of this, which is also concerning to me. Kindly ask this customer to reach out to ***** on his personal cell phone ************. My personal cell phone is also below - I think this is the best plan for Ms ****** to see *****.

If you would like to discuss this further, you can call me at ************. Please note that I am traveling a lot this week-

Thank you

****** Patella

CFO

Cell - ************

Office - ********************

Fax - ************
Initial Complaint
Date:12/31/2024
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 got an oil change at Nissan a few months after I got my car. I did not get another oil change until today which is December, 31. Nissan left my car without an oil filter claiming I did not have one from the start. I informed them no one has done another oil change on my car since I get free oil changes at Nissan. They left my car without a filter.
Business Response
Date: 01/17/2025
Ms. *******,
I am disappointed to hear that you had a less than satisfactory experience with us. I have taken your concerns to our Service Director, and it is being looked into. We will be in touch with a resolution. You can also reach me directly at ************ ex 1308 or email: *****************************************************************
***** ********
Owner Loyalty Manager
Initial Complaint
Date:11/22/2024
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.
Heres a polished version of your statement:Date of Vehicle Pickup: November 21, 2024 Time: 7:51 AM Vehicle Details: 2021 Nissan Sentra ** I picked up my vehicle on November 21, 2024, at 7:51 AM. Prior to this, I had brought the car in because I heard a clunking noise in the front end on both sides. The service representative informed me that the technician diagnosed the issue as a problem with the front axle, which needed to be replaced. Since my vehicle is under an extended warranty, I proceeded with the repair.After picking up the vehicle, I noticed the clunking noise persisted, particularly on the passenger side, despite being told the drivers side had been fixed. I called and texted the service department to report that the issue remained unresolved.On the morning of November 22, 2024, I called again, requesting to speak with a supervisor or manager. I was informed that the manager was on leave due to surgery, and the representative I spoke with could not direct me to anyone else. During the prior service, I was also informed that a motor mount was missing a screwthis is the second time this has occurred.I paid a total of $140: $100 for the deductible and $40 for the motor mount repair. My car has only ****** miles on it, and Ive owned it for three and a half years, driving it sparingly.If this issue is not resolved, I will take legal action in civil court. I can be reached at **************. Invoice #****** Thanks ***** *****
Business Response
Date: 01/16/2025
Ms *****,
I am sorry that you have concerns and haven't been satisfied with the experience you have had. I am looking into this matter and will be in touch with you directly to find a resolution.
You can also reach me directly at ************ ex 1308 or via email at ***********************************

Kind regards,
***** ********
Owner Loyalty Manager
Initial Complaint
Date:10/21/2024
Type:Sales and Advertising 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.
Approximately 5 years ago I purchased a used car from Nissan of Richmond *(********). After that I had no further communication with them until about 6 months ago. I started to receive phone calls from an ************************************************************************ to purchase a new car. Some of them were live persons trying to persuade me that I should purchase a car. They all stated they were Nissan of Richmond. I later found out this is a third party call center that Nissan of Richmond provided my contact information to. No less than 6 times have I asked both Nissan directly as well as the third party that I was not interested as I live in ************ and to put me on the do not call list, even though I'm already registered on the national do not call list. The calls still continue. I've tried to call Nissan directly to speak to a manager I've had several people tell me they were managers only to find out they were in fact not managers. Today 10/21/24 at 3:30 pm was the most recent time I've called them right after receiving another robo call from them. I never signed any items to allow Nissan to give my number or information to another party, nor did I enroll in solicitation or future sales calls from Nissan directly.
Business Response
Date: 10/22/2024
Thank you for bringing this to my attention. I have made sure that to customer has been added to all do not contact list, via phone, email, or postal mailings. If there are any further issues with this, please let me know and I'll take care or it right away.
Kind Regards,

***** ********
Nissan of Richmond
Owner Loyalty Manager
*********************** / *****************************************************************
Initial Complaint
Date:10/16/2024
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.
My wife and I purchased a 2019 ****** Highlander from Nissan of Richmond on 9/24/24. During closing we signed a contract for ********************* aka "TLP". The contract included a 30 day clause for either party to cancel. We decided gap insurance was enough coverage and to cancel this contract. I called multiple times on 10/2 and 10/3 and spoke to Kobe and ****** would transfer me to "******". I was unable to reach "******" who does not have voicemail and after ***** minutes ringing, the call would disconnect. My wife visited the dealership on 10/4 and met with ******* **** who said he would try but the contract was likely could not be cancelled despite the cancel clause in it. We emailed ******* for an update on 10/8 and did not hear back. On 10/10/24 we sent a certified letter tracking number ********************** stating clearly we are still within the 30 day cancel period and would like it to be cancelled. We requested an update via email by yesterday, 10/15/24 and did not hear back.
Business Response
Date: 10/18/2024
Thank you for bringing this to my attention. I have looked into this and will be contacting customer to confirm address to issue refund to.
Thanks,
***** ********
Owner Loyalty Manager
Initial Complaint
Date:09/09/2024
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.
On August 8th 2024, Nissan Of Richmond sold a vehicle to an individual with whome I share a first and last name. My information was in their system because approximately two years ago I cosigned for a vehicle there. They erroneously used my information in the sale and registration of this vehicle. Since the sale date I have received all registration and financing documents, as well as several fines associated with this vehicle and its true owner. The business has not cooperated whatsoever outside of confirming that they did not take out a loan with my social security number. They did however use my name, address, and possibly phone number. I do not know the purchaser, I have never seen the vehicle. I have called the dealer multiple times and gone to their location once. They will not return my calls, nor would they provide any assistance in person.
Business Response
Date: 09/18/2024
I think you for bringing this to our attention. We would like to address any concerns associated with this situation and I am looking into this with due diligence. At this time I do need to speak with complainant but haven't been able to reach Mr. ******* via phone, I will be reaching out via email. Mr. ******* can reach me at directly at ************ ex 1308 or at ************************************ or he can come meet with me in person at the dealership.
***** ******** - Nissan of Richmond - Owner Loyalty Manager
Initial Complaint
Date:08/04/2024
Type:Sales and Advertising 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.
Sunday July 21st I found a Nissan Rogue at Nissan of Richmond. The price was listed as $14,995. I went to the Nissan of Richmond dealership Monday morning, July 22, 2024. I saw the vehicle, took it for a test ride and decided I would make the purchase.I began the paperwork, the sales person first presented to me a price over $17,000 dollars. I showed him the picture on my phone listing the price as $14,995 and also pulled up the dealerships website showing the same vehicle, same price. He said it was a mistake and ultimately came back with a price of $15,995. Then a nissan certified charge was added of $3,989. Add $799.99 processing fee, and TLP $449.98. When signing the paperwork initially I saw a GAP charge & advised the person to remove it. Obviously he did & just changed the name to TLP. After getting the vehicle home, I went to give it a good cleaning as it had started to have an odor. I used a carpet cleaner & only got as far as the back floor board carpets. The vehicle appears to have been heavily smoked in. When I am driving the vehicle, my eyes ********** nose runs non stop. I have included a couple of pictures of what I was getting out of the back floorboard carpets.
Business Response
Date: 08/28/2024
Good Afternoon,
After looking over this deal and viewing the pics/documents that were submitted with the complaint it is shown that prices, taxes and fees for shown discussed and agreed to but customer. We will gladly welcome the customer back in to go over the paperwork and the prices/fees concerning this deal again and to address any of the concerns and questions.
We are also reaching out to customer to have them come in for a Free Full Detail of vehicle to take care of the concerns with the cleanliness of the vehicle.
Initial Complaint
Date:07/07/2024
Type:Sales and Advertising 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.
Not only did they charge me the full price of the truck I wanted (listed at ********* on sale for *********) but they lied to me. When I was in the finance office, slimy guy thanked me for being a veteran.. and because I was a veteran and going through tough time at home, he said he would give me the **** Full extended warranty, and full maintenance plan. He even called in the shady manager and said since I was a veteran can they just write it off (he was obviously in on it) and said yes, and thanked me for my service. I suffer from PTSD and was going through a hard time and with their fast talking and hold their hands on papers asking me to sign here, I felt they truly appreciated my service and trusted them. I go 2 days later to my credit union, and it was discovered that not only did they add those 3 things into the price of the truck (total *********) but again, charged me full price and not sales price on the internet (extra *******). With trade, I paid almost ********* more and didnt realize they just kept showing me payment which number was okI went back to inquire, and Mr ***** started backtracking and said they added in to get me a better interest rate (BS as I have good credit).. I said so much for thanking me for my service.. then I pointed out truck was not the sales price and showed him the ad, and Mr ***** said he cant speak on that because he didnt know what price we agreed on.. basically I had to eat it very disrespectful to tell me you are thanking me to put my life on the line when you were safe here as a kid, but you used it and took advantage of my PTSD to make me feel good like you were actually looking out for me I then read reviews for the business (didn't think I needed to as I have already purchased 4 cars from them) but good god man! How many others have they pulled this slick trick onThey need to redo sale price and at least give me my 5000 back!Piss poor and should be shut down and charged for stealing!!! Very Dishonest!!
Business Response
Date: 07/19/2024
I have gone through the paperwork on this deal and from what I can see all paperwork with pricing was signed and acknowledged. As well as the Gap and warranty coverage. Attached are the work sheets where options were given, and the choice made by customer with the fee for that coverage as well as the confirmation sheet with the chosen coverage and the fee was also disclosed there as well. With the signed and acknowledged paperwork everything with this deal is up to par.
We Thank you for your continued business. If there is anything else that i can help with, please reach out.
Best Regards,
*************************** - Owner Loyalty Manager - ************ ex: 1308
Customer Answer
Date: 07/19/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

They are liars and shady car dealers I will handle this myself I will speak out and create signage on the truck they are crooks and will s**** you I will post it throughout **************, will even contact news organizations paper work was up to par? Them why was price on truck ****** and paper work that wasnt caught until next day said ******. There own ad for the truck shows it bunch of Fn dirty liars dirty business all around.. thanks but no thanks for your help.. I will handle from here

Regards,

***************************
Initial Complaint
Date:04/24/2024
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.
On 3/25/24 I had my 2011 Nissan Altima towed to this dealership because it was misfiring. A week later they finally contacted me and said that there were several things that needed to be fixed totaling $*******. When I picked up the car, the car was still misfiring and jerking. I left it to be worked on again. Two days later they said the car was fixed (another $****. It was not fixed. I called repeatedly and when I finally was called back they said they would call me back after speaking with the **************** Manager. They tried me back and when I was able to call back, they did not return my call to them.. The lack of response with No Voice Mail, lack of answering the phone, telling me that the work they were doing would fix my problem, telling me reps were in meetings when they were not even on property tells me that they don't know what they are doing or are dishonest. I was even sent a text about a review and that someone would get back with me but that also has not happened. Extremely disappointed with their service. I have been a Nissan person since 1999 and always had faith in Nissan of Richmond. But this whole experience has been beyond professional.
Business Response
Date: 05/30/2024
The attached doc is directly from our service director, if there are any other questions, please let me know.
***************************
Owner Loyalty Manager

Customer Answer
Date: 06/18/2024
Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID 21620214, and find that this resolution would be satisfactory to me. I do consider this complaint resolved.

Regards,

***** ******
Initial Complaint
Date:03/01/2024
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 been calling the company for almost 3 weeks in an effort to receive information that is required in order to satisfy a GAP insurance claim. I have made several calls and send several emails in an attempt to get this time sensitive information. I have also spoke with several secretaries and two managers, none of whom have been empathetic or expressed interest in resolving my issue. I finally spoke with a assistant mgr on 3/1/2024 who suggested I come in office, even though I explained that I lived in *********, ** to which he stated well if you are not getting an answer you will have to come in person, which in my opinion is totally unprofessional. Failure is the company to provide me with the requested information will result in an automatic denial of my GAP insurance claim, all of which I have explained to the secretaries with whom I have spoken with and left messages with, as well as the branch managers. I would greatly appreciate any help that you would be able to provide, thank you!!

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