New Car Dealers
Ted Russell NissanThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:04/21/2025
Type:Customer Service IssuesStatus:UnansweredMore 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 am submitting a formal complaint regarding the actions of Ted Russell Nissan (Knoxville, TN), where I purchased a vehicle on April 16, 2025. I am extremely dissatisfied with their sales practices and their refusal to properly address multiple issues, including misleading statements, deceptive pricing, and unethical behavior.
Here is a summary of the issues:
1. Misrepresentation of Vehicle Status: The dealership sold me a vehicle that was falsely advertised as Certified Pre-Owned (CPO), though I later discovered it did not meet CPO standards.
2. Failure to Honor Military Discount: The dealership verbally offered a military discount at the time of sale but did not apply it in the final paperwork.
3. Hidden Fees and Terms: I was not shown the full pricing or financing terms until I was already in the finance office, which I believe is unfair and deceptive business practice.
4. Request for Pay Stubs and Financing Issues: The dealership has insisted I provide pay stubs to secure financing. However, the financing has not been finalized, and I was not made fully aware of the terms before finalizing the deal. Both banks have confirmed they did not fund the deal, and the dealership is now demanding additional documentation to proceed, which I am not legally required to provide.
5. Unlawful Retention of My Trade-In: Despite my offer to return the vehicle with minimal mileage, the dealership has refused to accept the return and is instead threatening to repossession. This behavior seems to violate Tennessee law regarding the retention of a customer’s trade-in vehicle before financing has been completed.
6. Threatening Behavior from the Owner: The dealership owner engaged in unprofessional behavior, including verbally cursing at me and aggressively demanding that I “keep my word,” stating that the car is now legally mine — even though the financing has not been completed.
I have already contacted the Tennessee Attorney General, Motor Vehicle Commission, and the FTC.Initial Complaint
Date:03/21/2025
Type:Billing IssuesStatus:UnansweredMore 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 bought a 2025 nissan altima, to be financed through ORNL.
The car had issues the first week, such as gas tank fuel sensor, tires, and malfunctioning errors.
I reported the issues but was told to "just bring it for service"
I brought it in for service every day for 2 weeks after the purchase. But their diagnosis didn't find any issues.
I had to replace 2 new tires using my own money even though I had paid for warranty and reported the issues as I previously mentioned.Initial Complaint
Date:03/28/2024
Type:Product IssuesStatus: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.
This company will not pay off my Truck to Truist Bank who financed the truck which was a trade on my car deal. They have my truck but will not pay it off as stipulated in the sales contract.Customer Answer
Date: 04/11/2024
The company has finally done what it should have done. All is now settled. Thank you!Initial Complaint
Date:02/20/2024
Type:Product IssuesStatus:UnansweredMore 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 bought a car and the extended warranty and gap insurance. Sold the car on October 13, 2023 left Carmax, and went straight to the dealership to cancel the gap and extended warranty, the finance manager took copies of my paper, and said he would cancel it. Kept waiting for refund for the extended warranty never got it ,so I called the warranty company which is AUL on January 22, 2024 they told me Ted Russell, Nissan never canceled it. AUL sent me a form through email to cancel the extended warranty I filled out the form, and then AUL sent the information to Ted Russell Nissan and told me that Ted Russell Nelson is responsible for my refund. I have left messages at Ted Russell. No one responds or calls back. No one answers the phone when you called. There’s no way of communicating with anyone about my refund that I’m owed. Can you please help me get my refund of ********Initial Complaint
Date:09/25/2023
Type:Product IssuesStatus:UnansweredMore 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 7/28/2023, I towed my 05 Nissan Pathfinder to Ted Russell Nissan to get a diagnostic completed. I spoke with the personnel who asked me what seemed to be the issue and I responded, it could be the timing chain but I did not know, that the vehicle was shaking. Prior to all of this, the catalytic converter was changed three weeks ago by a muffler shop. On 08/02/2023, the personnel called me to inform me that it was not the timing chain but the Mass Airflow sensor and it would cost me ******** I gave the go-ahead to get the issue fixed thinking. On 08/03/2023, I went to Ted Russessl to retrieve my vehicle, I was told that it was fixed and running well. I stepped into my vehicle and began to drive out of the service department, I did not get out of their parking lot and the same issue resulted with a code appearing on the dashboard, I turned around brought it back, and asked questions. The tech came out and told me that he himself test drove the vehicle and it drove well and nothing was wrong. I told both the tech and personnel that the purpose of the diagnostic is to fully search and fix the vehicle or ask the customer if they want it fixed. I was told that it could be the timing chain as it could have stretch, perhaps I should get a new engine as the vehicle leaks a bit of oil. Well, the tech then set the idling of the vehicle and asked me if it was running better, I said the issue remained. I was pressed for time and they behaved like they did not want to keep the vehicle, I was given two maybes " engine or the timing chains, WOW. nothing of the sort was the issue, I went out of the country for three weeks and left them a review, and they replied back with, we fixed the vehicle. I've always taken my vehicle to them and this is the first time that my vehicle was not fixed and their customer service interaction is horrible, I paid for a full diagnostic and did not receive the complete satisfactory work. They charged me ******3 for diagnostic, labor and sensor. I need half backInitial Complaint
Date:12/27/2022
Type:Product IssuesStatus:UnansweredMore 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 parents and I purchased a vehicle from Ted Russell Nissan.
-2012 Nissan Exterra ~135,000 miles
This vehicle seemed okay the day of purchase and was sold for a price indicating it was in excellent condition. This was stated by the salesman as well.
Within a week the airbag light came on, the transmission and brakes were also whining/squealing.
I returned to Ted Russell for help and they refused to offer a refund or replacement. It seemed as though they may have been aware that the vehicle they were selling had problems.
I took the vehicle to Rusty Wallace Ford and they confirmed the airbag light and transmission squeal.
All I am seeking is a fair replacement or refund.
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