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:03/02/2025

  Type:Sales and Advertising 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.

  My wife and I purchased a 2023 Nissan Leaf ************************************** on November 29, 2024. One reason that we were interested in purchasing this electric car was that we had heard about tax rebates for electric cars. When we asked the sales agent about the ****'s eligibility for a rebate, he said that he did not know and that we could ask the finance department. When we met with a representative of the finance department we asked about the rebate before signing paperwork for the purchase. The representative in the finance office looked online and told us that the car would be eligible for $3750 rebate though not the full potential $7500 rebate. He printed out and gave us a tax form that he said we could file to get the rebate. We decided that $3750 was sufficient and decided to buy the car. When we filled out our taxes in February, we submitted that information about the car but were surprised to be told that it was not on the list of eligible vehicles and that the dealer should have given us paperwork at the time of sale. We contacted the dealer to see if we could still get the paperwork. The dealer responded that it was too late to do the paperwork and that our 2023 was not eligible anyway, sharing a website that confirmed this. We then asked for a refund of the $3750 rebate amount that we had bought the car expecting. The dealer denied that his employee had said anything about the rebate and suggested that our testimony would be "hearsay" and not provable in court. We still have the tax form we were given as well as a clear recollection of what we were told. We would ask the business to pay what was promised at the time of sale in order to get us to agree to the purchase. In addition to not explicitly misrepresenting the vehicle's status, the sales agent and dealership should be aware of and accurately report basic facts about their vehicles.

  

  Business Response

  Date: 03/11/2025

  Hello BBB, thank you for contacting Newton Nissan.

  We were concerned by this complaint filed by ***** *********. Newton Nissan is committed to providing the best customer experience possible for our customers. However, ********************************************* and its employees do not offer tax advice, especially when it comes to purchasing an electric vehicle. Electric vehicle tax credits are handled through government agencies. When we (Newton Nissan) looked the 2023 Leaf up on the government's EV site, it clearly stated that the 2023 Leaf did not qualify for any additional incentives or credits. As stated earlier, any tax incentives and/or credits would come from the government - not the dealership.

  Newton Nissan regrets any misunderstanding with ************************* We certainly did not benefit in any way by this misunderstanding. 

  In spite of this, Newton Nissan remains committed to offering the Rocheleaus the best possible service in the future.

  Sincerely,

  **** ******

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 23010168
  
  I am rejecting this response because:

  The denial that they told us that there would be a tax rebate is false.  The manager speaks about the general practices of his business but does not specifically refer to the financial officer who worked with us.  He seems to be trying to avoid a direct lie while still implying what is false.  I already shared the tax form that we were handed by Nissan when we were told that we could get the $3750 rebate.  We now know that the vehicle is not in fact eligible but we trusted what Nissan told us at the time - were we wrong to do so?   One expects the information given about the vehicles to be factual.  Had we known that the vehicle was not eligible for a rebate we would not have purchased the car.  Thus, the dealer did receive a $30,000 benefit from their misrepresentation.  We ask only for the $3750 rebate we were promised.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 03/24/2025

   Dear BBB and Mr. ***** *********,

  
  We appreciate the opportunity to respond to the concerns raised regarding this matter. After reviewing the situation, it appears there is some ambiguity regarding what was communicated between the parties involved.******, our Finance Manager, has been a valued member of the Newton Nissan team for some time, and during his tenure, we have never had any reason to question his integrity or honesty. He has consistently demonstrated professionalism and transparency in all interactions with our customers.

  
  However, we understand that there may have been a miscommunication, and Newton Nissan strives to ensure that all of our customers receive accurate and clear information. While we do not believe that ****** intentionally misrepresented any details, we recognize that misunderstandings can occur, whether due to a misstatement or mishearing. Unfortunately, there is no way to definitively determine the cause, and its possible that both factors may have played a role.

  
  As a customer-focused dealership, we have always adhered to a policy of prioritizing our customers' satisfaction. In light of this situation, Newton Nissan is committed to resolving the matter in good faith. To that end, we are offering to pay the disputed amount of $3,750.00 directly to Mr. ***** *********.

  
  If this resolution is acceptable, please let us know, and we will proceed with issuing the funds promptly.

  
  Thank you for your understanding and for bringing this matter to our attention. We remain dedicated to maintaining the high customer satisfaction standards that have earned us recognition as one of the top-rated Nissan dealerships in the nation.

  
  Sincerely,
  **** ******
  General Manger
  Newton Nissan

  Customer Answer

  Date: 03/24/2025

   
  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.  I appreciate the dealer's willingness to hear our complaint and rethink their position.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:01/30/2025

  Type:Billing 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 Tuesday January 28, 2025 a salesperson by the name ***** **** swindled me into filling out a credit application on a 2019 Nissan Altima to deny my credit application. I cannot be denied credit due to credit score, credit history, or income. Any adverse actions in consumer credit transactions is illegal.15 USC 1691 & 12 CFR 1002: If you're denied, you have 30 days to submit a request for reconsideration. They are required to reverse the denial into an approval or you can report them to the ************************************. I did research on this matter and found out that the dealership employees actually purchased my personal information from consumer reporting agencies without providing me with full disclosure of material evidence. On Wednesday January 29, 2025 was asked if the company he worked for had purchased my personal information from the consumer reporting agencies through its operational budget system and where does such budget derives its existence from. ***** refused to answer my questions that which I have screenshots of. Employees at this company uses false, misleading, misinformation and deceptive business practices to ******* customers out of property, deny credit applications and ruin the customers professional reputation from making future purchases by causing damage to customers. ***** never provided me with an opt out disclosure pursuant to 15 usc 6823 and 15 usc 6821 which violates due process of law and illegal search and seizure of property.

  

  Business Response

  Date: 02/04/2025

   

  Thank you BBB for making us aware of this situation.

  Newton Nissan is committed to our customers having a positive experience in dealing with us.

  
  To the point; Newton Nissan did not purchase Mr. ******* information, Mr. ****** contacted one of our Sales Representatives under no false pretense. Mr. ****** applied for credit online and was declined. ********* cited 15 USC 1691 ECOA and 12 CFR 1002, the implementation of ECOA,however any questions pertaining to these programs should be directed to the lenders themselves as Newton Nissan is neither the creditor or lender.

  ********* will be receiving an Adverse Action Document by mail within the next two weeks.

  
  Newton Nissan of Gallatin regrets any disappointment with Mr. ****** due to a credit decision made by outside sources.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22879012
  
  I am rejecting this response because:
  Because employees provided no proof which shows that they did not purchase consumer reports from consumer reporting agencies when they are so called running credits. Employees also failed to provide full documentation and disclosure regarding operational budget which proves that they actually purchase consumer reports through an operational budget resource.

   

  Sincerely,

  
  ****** ******

• Initial Complaint

  Date:12/22/2024

  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.

  Hello. I bought a vehicle about 18 months ago at this dealership when I lived in *********. I moved to ******* since and traded in that vehicle about 4 months ago. I have been trying to cancel my tire and wheel protection plan with them for the vehicle that I traded. I have called, emailed and texted literally hundreds of times. I am entitled to a prorated refund according to my policy but it has to be canceled by the selling dealer. Please try to get them to help us.

  

  Business Response

  Date: 12/23/2024

  Hello Better Business Bureau,

  Thank you for reaching out to Newton Nissan of Gallatin on Behalf of ****** ********* (7242539795058). 

  We had already spoke with ****** this morning, before receiving this BBB communication, and have cleared this matter up. We have issued the refund on our side, and the customer said that he is now satisfied.

  We regret this miscommunication, and appreciate the opportunity to correct this situation and take care of one of our customers.

   

  Sincerely,

  *** ******

  Director of Operations, Newton Nissan of Gallatin

  cc: ******* **********, **** ******

• Initial Complaint

  Date:06/22/2024

  Type:Service or Repair 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.

  Went to have the oil changed on my 2022 Nissan Altima, on 6/21, and checked under my hood to make sure the oil cap and other parts were secured. Noticed that my engine cover was missing. Went back to Nissan to let the service department know they made a mistake not replacing it. Service manager ******* was very rude, disrespectful, and dismissive. I asked him to check the camera on the service floor before telling me it didn't happen. He showed me a video initially that was not my vehicle and I explained to him my vehicle had decal stickers on the rear windows with my initials. The service department does not show each bay only the entrance or exit of the service floor. He searched my VIN and persisted in telling me my vehicle never came with an engine cover. WRONG, I purchased my car brand new from Nissan in 2022. I've checked under my hood after each service and the cover was always replaced until this visit. We searched for cars on the lot that were similar to my year and make, but the current models do not have engine covers, I even searched **** and ****** for my year, they make engine covers for models that matched the one I had with the 2020-2021 models. The bigger issue is not being able to hold the service techs accountable for work that has gone wrong or rectify mistakes. The cameras do not show anything from the bays for service and the time on the camera jumps head, making it impossible to see the work being done. There was no resolution

  

  Business Response

  Date: 06/28/2024

   

  June 26, 2024

  
  To BBB and ***********************

  
  Thank you for reaching out to Newton Nissan of Gallatin. We appreciate the opportunity to correct any misunderstandings or possible shortcomings with one of our customers.
  ********************************************* believes that we are wrongly accused of not replacing Ms. *** Nissan Altima engine cover during a recent Service visit. The reason is that her vehicle did not come with an engine cover from the factory (see attached Service Bulletin from Nissan ************** Manufacturer), therefore,it could not have been left off.

  
  Newton Nissan feels that it has done everything possible to resolve this issue for Ms. **** including trying to order a replacement cover for her vehicle. However, Nissan will not accept an order for an engine cover for this vehicle, as it is not supposed to have an engine cover. This is per Nissan, and based upon the *** identification unique to Ms. *** vehicle.
  We also, as a final effort, advised Ms. ********* to contact Nissan Consumer Affairs if she felt that we were at fault. As far as we know, this has not happened.

  
  PS: The part in question serves no safety or practical purpose. Some models are equipped with this plastic cover and others are not.It us for aesthetics only.
  This BBB case puts us in a difficult spot, as there is nothing that we can do to resolve a non-existent issue.
  We remain ready and willing to assist Ms. *** with any future Service needs.
  
  Respectfully,
  
  ********************;                                                                                                                                                                                                                                                                                                           General Manager                                                                                                                                                                                                                                                                                            Newton Nissan of Gallatin

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21887218
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ***

  Customer Answer

  Date: 06/28/2024

  I am rejecting this response because:  When I purchased my Nissan Altima in 2022, it came with an engine cover. Although it being gone does not affect the performance of the vehicle I paid for it when I purchased. I have attached photos of the brackets and the missing mounts that hold the engine cover that were taken as well. I was not offered a resolution, ***************************** the service manager looked up my VIN number and said my car never had a cover. Nissan said some of their 2021-2023 non turbo engine Nissan Altimas came with engine covers, but due to being behind on production they discontinued them on the current 2024 models. The lack of accountability from this dealership is less than satisfactory and I would like to come to a reasonable solution. 

  Customer Answer

  Date: 06/28/2024

  I am rejecting this response because:  When I purchased my Nissan Altima in 2022, it came with an engine cover. Although it being gone does not affect the performance of the vehicle I paid for it when I purchased. I have attached photos of the brackets and the missing mounts that hold the engine cover that were taken as well. I was not offered a resolution, ***************************** the service manager looked up my VIN number and said my car never had a cover. Nissan said some of their 2021-2023 non turbo engine Nissan Altimas came with engine covers, but due to being behind on production they discontinued them on the current 2024 models. The lack of accountability from this dealership is less than satisfactory and I would like to come to a reasonable solution. 

  

  Business Response

  Date: 07/11/2024

  Hello BBB.

  I am happy to report that I have spoken with Mrs. *** by phone, and that this issue is being resolved. Newton Nissan is ordering a new engine cover for Mrs. *** and will install it when it arrives (probably 7 - 10 days) at no cost to her.

  We apologize for any misunderstanding and wish that Mrs. *** continues to be happy with her vehicle and her experiences with Newton Nissan. 

  Sincerely,

  *********************

  Newton Nissan of Gallatin

  Customer Answer

  Date: 07/11/2024

   
  Better Business Bureau:
  
  Thank you for following up on this matter! I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me once the part has been installed. 
  
  Sincerely,
  
  ******** ***

• Initial Complaint

  Date:06/20/2023

  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.

  I purchased a car from here i the end of March before I even made my first payment the transmission went out $8000 to fix according to them so the ** said he will switch the car out so I do this I let him know I am no longer working two jobs no problem according to **** the person authorized to make the deal so now two weeks plus after I have the replacement car they decide I need to bring it back because of the job I already told them I lost ? Ive acquired insurance , I signed oapers, left with say car now they want me to bring it back even though I could make the payment with what I already made and have a new job VERY POOR BUSINESS TO SELL A SINGLE WOMAN A CAR THAT YOU KNEW WAS FAULTY! **** the gm even stated to me that this problem was common on a infinity car

  Customer Answer

  Date: 06/20/2023

  They are niw trying to come get the vehicle and threatening me with police ? I gave all the info to them when I went in Ive had the car over two weeks and now they decide its not enough income shouldnt that be fine before you drive a car away? Plus the first car was sold defective 

  

  Business Response

  Date: 06/26/2023

   

  June 20, 2023

  
  Re: ******* Rhoads                                                                                                                                                                                                                                                                                          Case:55625144-95C1E

  P.O. Box 3272                                                                                                                                                                                                                                                                                                *******, ** 37088                                                                                                                                                                                                                                                                                                Email: ************************

  
  
  Greetings Better Business Bureau,

  
  
  Thank you for reaching out to Newton Nissan of Gallatin. We always welcome the opportunity grow and improve our business.

  
  **************** reached out to us several weeks after she purchased a No Warranty Whatsoever Infiniti vehicle from **, stating that the transmission had become inoperable. Even though this was a No Warranty/As Is vehicle, which she was fully aware of, Newton Nissan of Gallatin offered to work to find a solution for her. 

  
  We arranged to replace the Infiniti with a **** Explorer,incurring a financial loss to ourselves. We did this to do the right thing over and above and to help our customer.

  
  For the financial institution to approve this solution, all they asked was that **************** was still employed by her main job (she had two jobs). **************** told three different people at Newton Nissan of Gallatin that she was indeed still employed. However, when the finance institute tried to verify employment, they were told that she no longer worked there. Because of this fact, the financial institute could not secure the loan on the vehicle that we arranged for her.

  
  Newton Nissan of Gallatin reached out again to the financial institute once more, just today, before replying, to see if there was anything that could be done to help ****************. They said firmly No due to their experience with *****************

  
  We are sorry that things could not be worked out for ***************, but we feel that we went well beyond what is required or even expected of us to do.

  
  We were willing to help, but due to **************** current situation, it seems that we can do nothing further for her.

  
  Sincerely,
  
  *********************
  Owner

  Customer Answer

  Date: 06/28/2023

  Im response to the message from Newton Nissan there are so many inconsistencies in the message. Yes I was aware there was no Warranty but ***************** contacted me to let me know that those vehicles were prone to have transmission trouble and he couldnt good faith sell me that car knowing it was tore up in my situation and offered to replace it not with a **** explore a **** Xscape is what I had everything was processed. I have a witness that was in the office with me the day that I went in when I spoke with **** the sales person and told him I did not have that same job anymore. I had a different job that I have been sleeping in my car. They both heard that **** looked at my Uber receipt that it was enough and process it then I went into finance and they did the exact same thing on that same day they told me the amount of my payment when it would be due and we were done then. After that, I spoke with ******, who, after receipts for my Uber, which were provided to her, and I also told her I had a new job, so nobody miss placed the mid ******************** action employment. I told them when I went back, and I was no longer employed there that was not three people in that building that I talk to you that day I spoke with **** at his desk, and I spoke with a lady in finance one person that was not three people with me and that dealership at any point in time that worked at Newton so that is a complete lie they waited weeks after I had the car before my payment was even do to tell me that all of a sudden now that they cant do the financing Ive never heard of that how do you give somebody their payment date? The amount of the payment have them sign papers and then two weeks later you decide they cant have that loan. It doesnt work like that so now they have Both of the car there and I have nothing. They sell me a car that they knew was bad thats why they pushed me to get in the car then when it tears up the offer to place it which was great that was something I did not have to do but then they replace that card turn right around and take it from me and thats not good.

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20206735
  
  I am rejecting this response because:

  Date Sent: 6/28/2023 9:26:23 PM
  Im response to the message from Newton Nissan there are so many inconsistencies in the message. Yes I was aware there was no Warranty but ***************** contacted me to let me know that those vehicles were prone to have transmission trouble and he couldnt good faith sell me that car knowing it was tore up in my situation and offered to replace it not with a **** explore a **** Xscape is what I had everything was processed. I have a witness that was in the office with me the day that I went in when I spoke with **** the sales person and told him I did not have that same job anymore. I had a different job that I have been sleeping in my car. They both heard that **** looked at my Uber receipt that it was enough and process it then I went into finance and they did the exact same thing on that same day they told me the amount of my payment when it would be due and we were done then. After that, I spoke with ******, who, after receipts for my Uber, which were provided to her, and I also told her I had a new job, so nobody miss placed the mid ******************** action employment. I told them when I went back, and I was no longer employed there that was not three people in that building that I talk to you that day I spoke with **** at his desk, and I spoke with a lady in finance one person that was not three people with me and that dealership at any point in time that worked at Newton so that is a complete lie they waited weeks after I had the car before my payment was even do to tell me that all of a sudden now that they cant do the financing Ive never heard of that how do you give somebody their payment date? The amount of the payment have them sign papers and then two weeks later you decide they cant have that loan. It doesnt work like that so now they have Both of the car there and I have nothing. They sell me a car that they knew was bad thats why they pushed me to get in the car then when it tears up the offer to place it which was great that was something I did not have to do but then they replace that card turn right around and take it from me and thats not good.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/12/2023

   

  July 11, 2023

  
  Re: ***************************
  P.O. Box 3272
  *******, ** 37088
  Daytime Phone: **************
  E-mail: ************************
  
  Case: 55625144-95C1E
  
  Greetings Better Business Bureau,

  
  Thank you for reaching out again to Newton Nissan of Gallatin with **************** concerns. We have reviewed with interest her follow up statements.

  
  To be clear, Newton Nissan wants only the best for our customers, and we are disheartened by the way these events have turned out.However, the end, we must adhere to the bank/lenders decisions. They have left no options for us to pursue at this time, but we would welcome an opportunity to help **************** in the future if her situation allows.
  
  Sincerely,
  *********************

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair 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.

  I took my truck to Newton Nissan for a check engine light and told them that the oil change was due. They came back and said that I had sludge in my oil and needed a new engine. It would be $16,000 to replace the engine. I refused the service and paid them $97 for the diagnostics. I then took my 2017 Nissan Titan to a trusted mechanic. He changed the oil and air filter and reset the computer. He also asked how the dealership knew there was sludge in the oil if they didnt drain the oil from the engine? Then told me there was nothing wrong with the engine and zero sludge was found in the oil. He also kept the oil in case I needed it later. The cam and crank shaft sensors were going crazy because of old oil and nothing was wrong with the engine in the Titan. I drove this truck 12 hours straight from Tennessee to ******* the next day. There has been zero issues with the truck at all. I want my money returned for the bogus/fraudulent diagnostics. They also cost me money with rental cars and services that shouldnt have been done, because I could have brought my truck to ******* at the beginning of this move, by being incompetent. In all, it was about a month before I could drive my Titan for fear of the engine blowing at any minute. Its either a Poor or fraudulent mechanical team at Newton Nissan

  

  Business Response

  Date: 01/31/2023

  Hello **************** and the BBB,
  
  Newton Nissan of Gallatin was disheartened to receive your complaint. Please know that your experience has the attention of the General Manager, the Service Manager, the Service Advisor and myself. We have processed all of the documentation pertaining to your service experience and it appears that we did not do a thorough job of explaining the steps that would be taken next, and for that, we apologize. As a goodwill gesture, we will honor your request to refund your diagnostic fee of $97.00.

  
  At Newton Nissan of Gallatin, we strive every day to provide the highest quality customer experience. It seems apparent that you did not feel that you received that level of experience, and for that, we truly apologize. We will send the check to you immediately.

  
  With kind regards to all concerned,

  
  
  *****************************                                                                                                                                                   

  President, Newton Nissan of Gallatin

  Customer Answer

  Date: 02/01/2023

   
  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,
  
  *************************