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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Bates Nissan Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Bates Nissan Inc include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Bates Nissan Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: October 12, 1992 Business started: 01/01/1974 Business started locally: 01/01/1974 Business incorporated: 10/24/1979 in TX
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Texas Department of Transportation
125 East 11th Street, Austin TX 78701
Phone Number: (800) 558-9368

Type of Entity

Corporation

Business Management
Mr. Bobby Bates, Owner Mr. John Johnston
Contact Information
Principal: Mr. Bobby Bates, Owner
Customer Contact: Mr. John Johnston
Business Category

Auto Dealers - New Cars

Industry Tips
BBB tips for buying a new or used car Navigating auto sales

Additional Locations

  • 5501 E Central Texas Expy

    Killeen, TX 76543 (254) 699-7181

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BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
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  • Guarantee or Warranty

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BBB Complaint Process

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Complaint Detail(s)

8/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern, I hereby want to lodge a complaint regarding the absolutely deplorable service my family and I received at Bates Nissan. I am most disappointed with your dealer. As a dealer that serves a military community your business does a major disservice to service members. A service member that serves and risks his life for his country deserves more respect and better treatment. I was given a rental that was far from in mint condition. The vehicle was covered in scratches, major dents all over it. While in my custody the vehicle received a very minor dent to it. Your dealer found that I am to be held responsible for this dent and charged me a very high fee for it. I did not damage the vehicle. I took very good car of it. A careless woman opened her door in the Nissan parking lot and tapped the driver side door of my rental. Since it was such a minor tap I did not feel the need to confront the stranger about it. I figured that such a minor tap by a Honda civic( a tiny car comparatively) would not compromise the vehicle given that Nissans are "supposed" to be such good cars. The tap caused a minuscule dent smaller than a cent coin. This on a car already covered in scratches. Your service department proceeded to bill be a utterly high and ridiculous amount stating they would have to replace the entire panel. Obviously, I became agitated. I became aggravated because the car that was placed in my car was CLEARLY NOT well cared for. This was a car in need of MAJOR repairs that are clearly NOT being made by Bates Nissan. To then have to be charged for a minor problem with full knowledge that Bates Nissan is just going to cash the money and make NO repairs is deplorable. There is no way it will cost Nissan 100 dollars to replace a whole panel for a microscopic dent on a car full of dents and scratches. Assuming it did repairing such a minor dent is not a major set back to a major dealer working for a major corporation. A dealer who makes millions of dollars doesn't have to think twice about something so minor. Such a minor dent will not set Bates Nissan back any. Bates Nissan will not even think twice about this incident. HOWEVER, $100.000 dollars charged to a military family in financial hardship makes a huge difference. It sets by family back a lot. A dealer that services military families on a regular basis should know what charging that much to a family with 3 small children causes. Knowing that my car was in to get repairs that cost me close to $500.000 dollars. They decided to slap me with 100 dollars more. For a military family living on limited income having a car malfunction is a major catastrophe. We are now in a place where we are going to have to scramble to figure out how to pay this charge we had to put on our credit card. This was a MAJOR set back for the ***** family. The fact that your staff was so uncaring, so rude and so inconsiderate in how they handled this matter was outrageous. I lost my cool today because I could not believe how insincere, cold and uncaring your staff is. It appears Bates Nissan cares very little for its service members and very little for people in general. I will never under any circumstance return to Bates Nisan under ANY situation. You should be ashamed of your selves. And to add insult to injury I am handed a paper stating that Bates Nissan's service is nothing but "truly exceptional". Let me tell you there was nothing Exceptional about how we were treated. My family has been through an awful week. Our car broke down at the worst possible time. We could barely afford the repairs and to be slapped with a $100.000 dollar bill on top of that for such a minor thing. To then be treated poorly by your condescending staff who clearly only cares about filling their already full pockets with more money by stealing from a military family who was not at fault and clearly meant nothing to Nissan. Thanks to bates Nissan for making my already awful week so much worst. ****** ** ***** ***** ******

Desired Settlement: I want my $100.000 dollars refunded

Business Response: I am responding to the letter dated Friday July 26, 2013 that I received from your office concerning a customer compliant (ID referenced above).

I am sending this consumer a refund for the $100 that she was charged for damage done to our vehicle while in her care. In order to spare her the pain of visiting the dealership again, I am sending this refund via USPS to her address on record. I am not, however, refunding this money as an admittance of any wrong doing on our part.

I would like to address the complaints, though.

The vehicle that she was rented, that supposedly needed "major" repairs, arid was "CLEARLY NOT well cared for", was a 2012 Nissan Quest with less than 1200 miles on it. The damage done to the door was repaired, and the charge was exactly $100.00. I am certain that If her vehicle had been damaged while in our care, she would have required us to repair it even if we were not the ones that actually caused the damage. The rental contract that the customer signed clearly outlined the condition of the vehicle when it left, and stated that any additional damage would be the responsibility of the person renting the vehicle.

The customer was also given a Military discount for the work they received on their vehicle, as well as a discounted daily fee on the vehicle rental to $40 per day. Our standard rate for this particular rental is $60 per day, but their service contract only provided for $40. The same vehicle, at the "national" rental chains, typically rents for $80-$100 per day.

Most of the employees here are either retired military, or their family members are military, To slanderously say that we do a "disservice to service members" is an Inflammatory & unwarranted statement. The only thing we were guilty of in this situation was to hold this party accountable to the contract that they had signed when they rented the vehicle.

 
Sincerely,
**** ********
GM
Bates Nissan
Killeen, TX
Phone 254.6993181
Fax 254.699.3729                          
www.batesnissan.com

Consumer Response: Complaint: *******

I am rejecting this response

Regards,

****** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

8/8/2012 Problems with Product/Service
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