Customer ReviewsforNewton Nissan of Gallatin, Inc.

Having engine light transmission problem! Newton said it would take 2 days to fix it plus we would have to get a 2 day rental car ! **** **** service! Would no recommend any to Newton NISSIAN of Gallatin Tennessee ! Very bad service !

Newton Nissan's Service Manager was concerned for *** *********, who had called in and spoke with one of our Service advisors the previous day. *** ********* is a valuable customer of ours and we suspected that there had been a misunderstanding, or a miscommunication with that phone call. So, our Service Manager called and personally spoke with *** *********. *** ********* is set up now to bring his car in for us to take care of it for him. We are happy to have the opportunity to clear this up and keep a customer happy! Thank you. Newton Nissan.

I took my sons car in for a diagnostics test. I needed to know everything that was wrong with it so I could start repairs. The first problem I had was that I honestly didn't know they charged for that. It's fine that they do but it would of been nice to let me know ahead of time. I might of went elsewhere had I known it was going to cost over $100 just find out problems. The second issue came when I went to pick up the car. When I got there the guy working on it told me someone left the headlights on after working on it and the battery was dead so they had it charging. He finally brought it around and said it was good to go. My son got in the car and started to drive out of the parking lot and it died again. I went inside and same guy said he didn't understand but would be out in a min. So I had a jumper box in my suv and I got it out after waiting 20 mins and took it to my sons car to try and charge battery but as soon as I got there someone different came out with a jumper to so I put my down in his backseat in case they told us it was fine again but then died. So the man got in the car and before driving around to the back of shop he asked me if had problems with battery before and I told him no none at all and he said why is the jumper box back here. This really offended me because he'd had my sons car for a week and knew it hadn't been there he also knew based on diagnosis that his battery was in perfect health when they tested everything. I told him I had gotten it out of my suv to jump off his car bc no one was coming outside. So I went inside and the manager alright we're going to fix this and put new terminals and a new battery and I said alright great perfect how long? He told me to be back in an hour and it would all be taken care of. Before I got back manager called and then said well your going to have to pay this amount and that amount and told him to wait a second and I went inside. I showed him diagnosis paper where it shows my battery in perfect health but then I get here to get it and it no longer keeps a charge. I told him this isn't my fault or responsibility that the man told me someone left the headlights on after they finished working on it and it killed the battery. Here's the biggest issue I had, when I told him that he looked at me and said well I don't know about all that I wasn't here so I don't know what happened. He made me out to be a liar when there was several employees in their including the man that told it was their fault not mine. I told him I wasn't paying for something that I didn't mess up and that I wouldn't have to pay for had they not of messed it up. Then he tried to tell me it was the brake lights that wouldn't go off. I again showed him diagnosis paper and nothing was wrong with anything involving the brake lights. Not to mention that's never been an issue before. Then he told me it was some unheard of piece that broke off that they just went ahead and took care of and now the car was fine. So we left and sure enough it died again about 10 mins down the road at Walmart. I had to go and buy a new battery. They closed so couldn't call them. His car has been so messed up since they checked everything. I left this place so upset and like literally in tears because they treated me like I was just some stupid woman who knows nothing at all about cars and not only that but made me out to be a liar even when they knew they were the ones who messed up. I felt so discriminated against all because I'm a woman. I felt like I got took advantage of and screwed over. The worst part is that I was so nice and thankful when I should of been mean and ungrateful. I was told his car would be ready to be picked up at 4. What should of taken 15 mins for me to pick up ended up taking 4 hours after all the waiting and them trying to make up excuses for what I could of done wrong instead of just being honest and fixing their mistake and after it dying again on the way home. I live an hour away and I drove to this place because my family always buys their vehicles there so I thought I could trust them to let me know what was wrong with my sons car. Instead I got to deal with a liar and a sexiest who not only made me feel like crap but also did a terrible job. I just needed to know the problems not have more problems added.

December 1, 2021

Hello ************* and BBB,
We just learned of your dissatisfaction with your Service Department visit as we read your BBB review. It saddens us to learn that you were unhappy with your visit on July 28th of this year, a visit which was to diagnose issues on a 1999 Nissan Maxima with 324,000 miles on it. We were happy to accommodate you that day, and at the conclusion of the diagnostic process, we provided you with a detailed list of recommended maintenance and repairs. However, as you know, while the vehicle was in our care a brake light clip broke, causing the battery to run down, which lead to your leaving to get the battery tested and replaced.
We want you to know that it is our policy to disclose and explain the diagnostic fee before performing any diagnostic work on a vehicle. It appears that you feel the fee may have not been made clear to you up front. Therefore, as sincere gesture of our apology for any misunderstanding, and even though you did not ask for it, we would like to offer you a refund of the diagnostic fee that you paid that day, which totaled $154.03
It is our hope that this gesture of goodwill will give you the confidence to return to our dealership in the future knowing, if ever an issue arises, that we will do everything we can to correct it and make it right.
At Newton Nissan, we are driven by one thing... to do the right thing.

Sincerely,

Ryan M*****
General Manager
Newton Nissan of Gallatin

Hi Mr. ******,
I was very mad when I wrote that review and really upset. I'm not anymore, so I just want you to know that it isn't about the money. It just would have been nice to of been told about it beforehand instead of being told in an email when I asked about the fee that it cost $125 "as we discussed" knowing that we never discussed any of that. I got the service done so I will pay for it. You don't need to give me a refund although I do appreciate the offer. All I wanted was to be informed. Communication is something that is lacking there as well as acceptance of your own mistakes. This is about the people I dealt with in the service department that just made me feel bad and made me feel like I was this dishonest person.
Yes, the brake clip was one of the things they told me had broken but that is most definitely not what was the final problem because after he told me the price to fix it he went back outside and then came back and told me it wasn't the brake clip. I was going to pay to have it fixed so we could leave and because I didn't know what exactly that was, I was worried about safety but if you'll notice I didn't pay to have it fixed. I didn't pay because he came back and said it wasn't the problem. First, he told me it was because someone left the headlights on after putting the car back togather. Then, a different man who I believe was the manager in the service department, said it was a brake clip. He told me how much that was going to cost to fix but then came back and said it wasn't the brake clip and said they were all out there trying to figure out what the problem was and pointed to the garage where he showed me a bunch of workers around my sons car. When he said this to me I told him that the other guy, when I first got there, said that it was dead because someone left the headlights on, and that's when he made me feel like I was being dishonest by saying "well I don't know about that, I wasn't here then." There was like three people that worked there in the room when this man told me it was dead because someone left headlights on. Then the manager wanted to act like that was never said. That bothered me more than anything that happened. He finally came back and said it was something I've never heard of before that had broken off or had deteriorated and that they fixed it. (I tried to look up what he said it was but couldn't ever find anything). I emailed that guy again to ask him but he wouldn't tell me. The next big problem I had wasn't anything to do with money it was just about doing what they said they were going to do. The manager said to the guy "let's get some new terminals and a new battery in the car" then told me to come back in a hour and it would be ready to go. So I leave and come back an hour later and while in the parking lot get a phone call from manager saying first off that he didn't put a battery or terminals on it, second telling me "well if we go ahead and put a battery in it it's gonna run you around $150 and then the price of terminals." Seriously? I came back thinking we were finally going to leave and sure enough still stuck there because he didn't do what he said. I told him I wasn't going to pay for something that was perfectly fine before I dropped off the car and even perfect while they did the full check for problems. It wasn't my fault that they left headlights on and killed the battery and then wanted to put it off on me instead of owning up to their mistake. Instead they gave me a lot of excuses of other things that weren't broken all so they didn't have to take the blame and eat the cost of their mistake. So I told him I wasn't paying that much for a new battery and that I would go somewhere else to get one and that's what I did. The car died again when we were about to pass ******* so we stopped there and that's where I had to get a new battery. I just don't like how the people I dealt with couldn't accept the things they did wrong and instead made excuses or tried making me feel as though I was in the wrong for questioning them. That isn't ok. You can't run a business and treat people like they are the problem. I was so nice when I came up there and even when I left I was still super nice. I didn't try to make a scene or start yelling and screaming and acting irate even though I was given every reason to get angry. I'm a person and I want to be shown the same respect I show others but I didn't get that there. I didn't leave your business happy, I left your business in disbelief and angry and shocked that they actually allowed us to leave knowing they messed up and refused to just admit it. I appreciate your response but it doesn't solve this problem.