Complaints

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:06/24/2024

  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.

  Have been waiting over a year to get my car painted due to a Toyota recall. Car was inspected, approved, and then suppose to be scheduled for paint. Last June (2023) I was told it could take 2 months but was assured it would be done before school was back in session (aug 2023). This was not the case I called back in 2 months and was then told I was number 8 in line and it would take 22 weeks. 4 months latter I was told I was number 11 on the list. Then I made it back to number 9. Today I went in for an oil change and no one could tell me anything but said they would call me, no one has tried to call me. I reached out to Toyota directly today who then called the dealership on they were told I was number 7. I just want me car fixed or if its possible for them to give me the money to get it fixed someplace else.

  Business Response

  Date: 07/01/2024

  In 05/2023, Walters Toyota completed the 1st step
  of a Toyota paint recall for *** ******** which was an inspection.  Although we cannot confirm or deny *** ********* statement regarding his repair to be completed
  by August 2023, we work closely with our body shop in scheduling customers as
  quickly as the body shop’s appointment and technician availability will allow.  Just like many body shops, they have limited
  staff for paint repair, which leads to limited appointment availabilities.  Although there are two (2) Toyota dealerships
  within 16 miles of each other, we are the only Toyota dealership facilitating
  this recall in our area. The other Toyota dealership has referred several
  customers with this recall to us because we have the required Toyota certified body shop needed for this recall. Yes, there are other body shops available but they must be Toyota certified in order to do the work.  The next closest Toyota dealership is over 60  miles away (approximately 1 hour drive time one direction).

  Upon further review, it is possible *** ********* position “in
  line” could have changed. This particular recall has an expiration based on the
  date of inspection.  Unfortunately, there
  have been a small number of customers scheduled “in order” but due to unknown
  circumstances they had to reschedule for a later date and before their expiration, thereby causing a delay or
  change of order with other customers “in line”.   We have
  reached out to our body shop in hopes of scheduling more customers, including
  *** ******** in the coming months.  We apologize for the scheduling and appreciate *** ********* continued business as we work to complete this particular
  recall for him.  

  Customer Answer

  Date: 07/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  No where in the response was there a resolution.  Basically the answer was for me to wait.  I've waited for over a year now and been very patient.  I just want me car fixed.  If there is another dealer that can do it faster can you send it to them? 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 07/03/2024

  We do apologize for the inconvenience of scheduling.  There are several customers in the same position as you and we are working diligently to expedite everyone's repair.  If we had more paint technicians to handle the this particular recall, we would be happy to schedule more customers sooner rather than later; unfortunately, we have limited availability.  In response to your request, we do not know how many Toyota dealerships are handling this recall, so we are unable to provide you their scheduling. However, we would be willing to provide you contact information to other Toyota dealers if you would like.  Again, we do apologize for the inconvenience.

  Customer Answer

  Date: 07/10/2024

  
  

  Complaint* ********
  
  I am rejecting this response because:

  I would prefer it be fixed locally to prevent me driving at this point I'm more afraid of rust on my vehicle.  How many vehicles have been repaired in the last year by your body shop?  I feel this issue is getting pushed down the road in hopes that the customer no longer has the vehicle.  I would like this scheduled and completed by Aug 1st 2024.

  
  Sincerely,
  
  ******* *******

  
  

  Business Response

  Date: 07/15/2024

  *** ******** 

  We appreciate your position and understand your frustration with the time it has taken already.  The process to repair paint-peel vehicles is quite time consuming and is a very tedious job as the entire vehicle does not get painted, only those areas where paint is peeling under this recall.  Once the vehicle is scheduled and in the shop with the technician, it may take up to 2 week, sometimes longer, to repair as Toyota's guidelines must be followed.  I hope this explains, somewhat, and gives you a better picture of the time constraints with this recall.  We have completed a lot of these already and have quite a bit more to do, including yours. Therefore, we cannot fulfill your request as you have stated, and we cannot give you a scheduled time until we complete the ones that are expiring before yours. In all fairness to everyone in the same position as you, we try to keep an order of who is next and do not put one in front of the other as you wouldn't want it done to you.  If you decide to sell or trade the vehicle before the recall is completed, we would try to find the next owner, if possible, because they may want the recall completed, especially if it is their turn to be scheduled before the expiration date and Toyota has approved the repair.  We do not benefit by not completing recalls, we actually lose out if we cannot schedule the work prior to expiration, which is another reason we keep decency and order.

  Again, we know this is not the result you were hoping for or wanted to hear, but we are working diligently to complete this recall for you.  We apologize for the scheduling availability.  

  ***** ******

  Customer Answer

  Date: 07/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:07/24/2023

  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.

  car was delivered to dealership may 31, 2023 in running condition but could not run long without coolant boiling over, it was agreed that the engine would be torn down to the point of failure, and i needed to approve the next course of action which i did, dealership ignored the engine being torn down to the point of failure and instead tore it down to where they thought was a good place to stop, without being able to identify what the issue with the car was they started threatening me that if they didn’t get a payment they were going to sell my car to salvage and threatening against my credit, we agreed on a price to put it back together and ready to be hauled off for $1,000, i gave them the money and i was on my way to pick up the car when i get there and its still in pieces, no longer in running condition, with all the parts taken off scattered in the interior of my car

  Business Response

  Date: 07/25/2023

  The customer had his vehicle brought to Walters Toyota Nissan on May 31, 2023.  The customer stated that his vehicle had no pressure in the coolant hose and when the vehicle was up to temperature the coolant boils over.  The technician began inspecting the vehicle and discovered that the vehicle appeared to have been over heating causing damage to the cylinder head.  At this point in the repair process, this information was relayed by the technician to the service advisor who then called the customers extended warranty company.  Upon discussion with the warranty company of the technicians' findings, the company stated the customer would have to authorize tear down of the engine to get the cause of failure before making any type of coverage decision.  Also, during this time the adjuster stated that if the head was damaged there would not be any warranty coverage on the engine.  This information was given to the customer by Walters Toyota.  It was at this point the customer was advised that we did not recommend proceeding with the tear down time because the warranty company was already stating the engine would not be covered.  This was done in the customers best interest and to avoid more charges.  Walters Toyota negotiated a bill of $1,000 with the customer so that he could pick up the vehicle.  The customer was also advised that if the vehicle was picked up in a timely manner that no storage fees would be applied.  The customer showed up to retrieve the vehicle and stated they expected the vehicle to be reassembled before picking up.  Reassembling the vehicle requires more time and the service advisor contacted the customer and quoted the additional labor to reassemble to the vehicle.  The warranty company has not sent out an adjuster to inspect the vehicle to make a decision on whether or not the repairs will be covered under the contract.  

• Initial Complaint

  Date:03/02/2023

  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.

  Date of transaction. February 21,2023. Amount paid for diagnosis of problem. $110.00. They agreed to do recall work and find out why my rear window was leaking. My truck is leaking water in both corners of the rear window. This is a known issue on these trucks. Their Nissan Tech looked at it and said that damage to my roof and my third brake light caused the leak. My roof has 3 small scratches on it. Not damaged. I had two service guys there look at it and they even said there was no damage to cause the leak. Jane, the lady over warranty there said since her tech said that outside circumstances caused the issue that it would not be covered. My truck is a 2020 Nissan Titan crew cab. 35,600 miles. Well within the factory 3year 36,000 coverage. It also has 5yr 100,000 basic. Jane would not let another tech look at it nor did she look at it herself. The damage they claim is there is absolutley ridiculous. She never offered to do anything but say it wasn't covered. Walters Nissan is not there to help people. They have a bad reputation in this area for being dishonest. I truly believe that since I didn't purchase the truck there that they seen a way to get out of doing warranty work and they did. They made no effort to do what's right. I'm a 50 year man old who works hard and takes care of my stuff. It pisses me off when someone try's to punish me for no reason. If there would have been damage there I never would have asked them to look at it. But it's not there and Walters Nissan and Jane need to stop trying to screw people over and do what is right or least make an effort.

  Business Response

  Date: 03/02/2023

  The customer brought the  vehicle in with  water leak complaint.  The Diagnostic fee was explained to the customer which covers issues that are not warrantable.  The customer signed the authorization (see attachment) .  Upon inspection of the leak condition it was found the leak involved the third brake light.  The third brake has physical damage (see attached photos) .  The inspection results were submitted to Nissan warranty for approval.  Nissan warranty does not cover physical damage only a manufactures defect.  Warranty denied the repair.  The customer has also contacted Nissan Consumer Affairs concerning this issue, they have also denied as the condition is not warrantable. 

  Customer Answer

  Date: 03/03/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:. There is no damage to the third brake light. There are 3 surface scratches on the roof and 1 on the brake light.  How in the hell does surface scratches compromise the third brake light?  Keep the $110 for eye glasses for the people that work there. I'm sorry I didn't buy the truck at Walters Nissan and and they don't want to work on it.  I did not know that their "Nissan Tech" was the end all be all. Absolutely ridiculous. 
  
  
  
  Sincerely,
  
  
  
  **** ******* **

  Business Response

  Date: 03/06/2023

  I am sorry if it wasn't clear in the previous response, but we were required to send the photos and information to Nissan's warranty department, and they denied the claim. I was told you also reached out to Nissan Consumer Affairs, and they denied the claim. I am not sure why you are so upset with us when we are only following Nissan's warranty policies. We are sorry we didn't earn your business when you purchased the truck but would have liked for warranty to have covered it so that we would have gotten paid to do the repair and made a customer happy. There is no benefit for us to choose not to do the repair except for the way you have spoken about us in this correspondence. You are certainly able to take it to another Nissan dealer and see if they are able to get it approved for you.

• Initial Complaint

  Date:11/15/2022

  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.

  February 26th 2022 I bought my 2015 Nissan Juke S at Walters Nissan Toyota in Pikeville KY. The car had 38xxx miles, I don’t remember an exact date but I started noticing a small engine shudder. Over time the shudder began to happen more frequent and stronger, almost to the point of the car acting like it was going to die, on July 17th the car became almost impossible to drive, the service engine soon light came on this evening, The next day I contacted my dealership, got an appointment to get my car checked out and had my vehicle hauled there on July 19th, they call me the next day (July 20th) to tell that my car needed a “transmission update” and my total cost was $145.75 for the diagnostic and it was fine now and ready to be picked up, so I pick my car up, the same night my car was acting the same way as before and the service engine soon light came back on, I call the next day (July 21st) and explained that my car was having the same issue and if I could bring it back, the girl says yes and so I get the car towed again, within the next day or so, I receive a call saying that my car does in fact, need a CVT replacement at 45,386 miles. The work was done and I went to pick my car up on August 12th, I was told the CVT had been replaced (upon inspecting paperwork, the transmission was rebuilt and I was lied to) My car now has 50,552 miles and is showing the same symptoms as before. Nissan has had a $277 million dollar lawsuit against these transmissions stating once they go bad, the car CANNOT BE FIXED. My car was a model and year included in this lawsuit. I’ve not even had this car a year and owe around $19,000, I’ve asked Walters for a refund or to buy the car back and the only thing I have been offered is a trade which is leaving my with $10,000 + negative equity, and then assuming they would turn around and sell the faulty car to someone else. They need to be a good business and make things right, I will never be giving them my business again.

  Business Response

  Date: 11/15/2022

  The customer brought the vehicle 7/19/22 ******* ***** ******* with the complaint of a shudder.   The transmission was updated per Nissan protocol as there were no transmission codes present in the vehicle at that time, the purpose of the update is to allow the vehicle to set  trouble codes. .   The customer returned 7/25/22 with current transmission trouble codes ******* ***** *******  The vehicle had an open CVT  Warranty Extension.  The Sub Assembly and Valve Body were replaced under the  Nissan Warranty Extension using Nissan replacement parts as deemed by Nissan.  This repair was covered totally by Nissan with no charges to the customer.  The customer brought the vehicle back 11/8/22 ******* ***** ******* with  a shudder complaint.  Upon inspection and test drive a shudder at idle or while driving could not be duplicated or confirmed.  The  Nissan Warranty on the Sub Assembly and Valve Body replacement is 12 month or 12,000 miles.  

• Initial Complaint

  Date:08/16/2022

  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.

  $16,000 was the amount they cheated me out of my equity. The contract was written in such a way that I was deceived at the last minute, and my son was a witness.
  I have reported them to ****** ********* ****, and ****** ********* ******** *****, I am contacting the ****** Head Quarters next. I just spoke to a repairman yesterday about this, and he told me WALTERS horribly ripped off his buddy too! My neighbor also confirmed this is the worst place to buy a vehicle as they have a reputation for their deceitful business practices. I was unaware when I stepped on their lot.
  
  The general sales mananger does not care about my situation. His salesman lied and deceived me with the sales managers help telling me they were taking $7000 off the MSRP. The $7000 that was taken off the gross capital was my equity which was not the original agreed upon price ($40,000). They manipulated the numbers to make it look like they took $7000 off but that $7000 was my equity not a discount! I was also seeking a 36 month lease the entire time and as I walked into the signing room they hit me with an 18 month lease! It was 3.5 hours past closing and they pressured me "sign sign sign and ignore all this tax stuff thats is just how we got you your monthly payment. These are your monthly payments". Something was off but I couldn't put my finger on it. I trusted my salesman completely so I signed. I studied how to read the contract for two days. They double-talked numbers and tricked me out of ALL my equity on a trade-in at minimum $16,000 on my trade-in. When I discovered it two days later (Sunday while they were closed), I spoke to the GM on Monday at 9am and he refused to make good on this. The general sales manager acknowledged he took me for $16,000 ($8,000 equity and the $8,000 profit when he resales my trade-in) and slapped his chest and smirked as he told me my trade-in was his now and the overpriced gem was mine. I want either $8,000 cash or my ***** back.

  Business Response

  Date: 08/16/2022

  I am sorry that Ms. ***** is upset, but the figures and terms are all clearly stated on the lease agreement. With the current supply issues some new vehicles are bringing as much as $10,000-$15,000 over MSRP and many have deposits paid down before they even arrive at the dealership. In the attachment you can see the purchase price and lease term are clearly stated on the lease. The residual value is set by the manufacturer and the value at the time the lease is up is determined by the market. The ***** she traded in on the ******** was likely worth substantially more when she traded it than it would have been pre Covid and new vehicle supply issues. Dealerships have less vehicles to sell due to the supply issues and that has driven the prices up like most things since Covid. The finance manager that did her paper work has been with the dealership for 7 plus years and I feel confident he would have answered her questions prior to signing. It was my understanding that Ms. ***** was very happy with her purchase when she left. Unfortunately, sometimes after people make a purchase they get a lot of outside information that makes them feel differently which is what I feel like has happened in this situation. We strive to make our customers happy and rely on repeat and referral business. In the business world I was always taught a good deal is one that both parties are happy with when they agree and make the deal, regardless of profit. A contract is what binds the deal and it was presented for the customer to review before signing. Again, it is disappointing that we have an upset customer and I hope that going forward we can give her great service and ultimately make her happy about her purchase/lease.

  Customer Answer

  Date: 08/18/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response is because: I have found several clerical errors on my contract. The amount due at sign in was not taken off the gross capital cost, my contract needs review. My down payment is missing which is approximately $1600. I would like to schedule a meeting to review the contract errors. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 08/23/2022

  The first payment and fees paid at inception is in section 4 on the right hand side under amount to be paid in cash-$$1,596.89. This figure does not get deducted from the capitalized cost. If you would like someone to review the paperwork again with you we can certainly do that. You can call and ask to speak with **** or ****** and they can schedule a time to review with you as long as you can be cordial. It is my understanding that when you were at the dealership the last time you went to the sales tower and you told my sales manager, **** *******, he had no soul. I am not going to subject my employees to being attacked.