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:09/18/2023

  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.

  I recently sent you a complaint about Southlake Nissan *************** ***************, I would like to withdraw that complaint. the Sales Manager called me and their refunded my money. Thank you for all your help. You definitely do the community a great service.

  Sent from *********************** (***********************)

  I have been taken advantage of and have been a victim of deceptive business practices. I gave them a chance to cancel these warranties but to no avail. I'm seeking a refund or the money applied to the principal of my vehicle.

• 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.

  Yesterday June 17. 2023. I took my *** *** to this *** ********** for repair and to possibly sale/trade for another ***.After more than 4 hours of going back/forth with numbers, because I did not want any form of a car note. I finally accepted a blue Nissan Rouge. This is were the ig problem started. 1st ********** calculated ******* tax instead of ******** (ALL documents show that I live in ********). Then the tax were corrected.2nd the salesman was told from the onset that I wanted my Disabled Veteran license plates transferred. But, the ********** ordered new license plates. I refused them. Manager ****, says the plates will be transferred and I will receive $86.00. This is suppose to be the difference between getting new plates or transferring my Disabled Veteran plates. 3rd I was given a temporary registration for the new car. The ********** registered my vehicle to the ****************, not ******** where they KNOW that I live. This has caused a problem with my car insurance. The new car has to be registered LEGALLY. It cost the ********** less to register my new car in ******* than in ********. Yesterday, Southlake *** REFUSED to correct this. Says that when the registration comes to me in the mail, it will be registered correctly. THIS IS LIE! My insurance company says that I must go back to the **********, have them to correct this a their expense. It's the fault of Southlake **** I may be forced to pay the State of ******** to register this vehicle. I traded in a ************, 7 years old 2017, with ****** miles and pay off balance less than $325.00 ****- my salesman says "that payoff is no problem" The new *** is a 2016 with about ****** miles. It's ok , this is a 2nd vehicle. I NEED your help! It could cost hundreds to register the car to ********. This should have been correct, just like the taxes were corrected by Southlake *** on 6/17/23. I had no control over this UNLAWFUL ACT !!!Illegal liberties taken by **********.

  Business Response

  Date: 06/30/2023

  ***************************, one of our finance managers called and spoke with ******* 6-20-23. She told us we illegally registered her car in ******* when she clearly lives in ********. ***** explained to her about the temp tag and that we are trying to register her car in ********, but we are still needing a current registration, as the one she provided has been expired for over a year.  She is thinking that because the vehicle has an ******* Temp tag that we would be registering her car in ******* which is beyond NOT true.  We are an ******* Dealer thus our temp tags are from *******.  

  Customer gave dealership a year old registration.  We cannot get personal plates on an expired registration.  She also states it caused an issue with her car insurance.  We have nothing to do with car insurance.  You give the insurance company the vin and lien holder information, if there is such and they issue a premium.  We take pride in being in business for over 40 years by doing things transparent and legal.  We despise the comment from customer stating we contacted an unlawful act and illegal liberties.  We are more than happy to forward all legal signed documents and items of registration provided at time of purchase by complaint.  

   

• Initial Complaint

  Date:06/08/2023

  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.

  My car broke down 1 mile away from the dealership after I motioned to the technicians and management that the motor was wasting 2 Lt of oil per week on 2022 and on January of 2023. However, they told me that I wouldn't have to worried about because the powertrain lifetime warranty will protect it. However, after the car died on me, the came with the conclusion that they will not cover it due to in February of 2021, I was 200 miles over the millage limit of **** miles, when in the owner's manual it marks that the service has to be perform no later than **** miles. ********** they mentioned that the car that I have did not apply for that since it was a sport car and different rules apply for it.What makes me mad ins because they lie to gain their customers trust and at the end the do everything on their power for them no to pay what they promised at the beginning. Now, I have been a loyal customer for them and I bought 6 cars on my own from this place and recommended 4 people who bought cars from them as well, and now that they have to face a situation, they decided to created stories that it was my fault that the milage was over, after every time when I was trying to place and appointment for service, they always gave me 2 weeks before I have my car service, of course, the millage is going to go over because they do not take it on time. They also cover themselves by saying that they are training their people and the do not how to get the right information from their computers when the customer asks them what service is needed for the car to be up to date.In addition, they decide to mention that the only way for them to repair their fault is that I pay $10,000.00 dollar to get my car repaired.I am disappointed at them because they lied to their customers and they s**** them when they are force to pay for a repair that costs money, i which they offered a warranty that doesn't even exist from the beginning.I will never buy or recommend this dealership to anyone who cares about their investments because they do not perform what they offered never again.in my opinion, if the car dealership offers a warranty on their products, they should perform the service and correct their problem before it gets any bigger, instead of just looking for excuses not to do the job and tell their customer "Do not worry the warranty covers the failure, you only let the car die and when the car fails and die completely by a failure that they already know", so they do not have to repair the damage that they know about it from months before unless the customer pays a lot of money to have it repair.That lie is disappointing for a more than 10 years loyal customer. They do not care about loyalty of their customers when they lie to sell more products.I definitely will not ever buy or recommend this dealership ever again because they like to scam their customer by promising services and warranties that they do not exist from the beginning at all. **************

  Business Response

  Date: 06/08/2023

   ****************** had his vehicle towed to Southlake *** on 3/27/2023 with a concern that the vehicle died out while driving. We quickly provided a diagnosis and found that the engine suffered a catastrophic failure and the engine would need to be replaced. The vehicles mileage at this event was ******* and is no longer under original owner's 10yr/100,000 mile powertrain warranty. Currently, there is no manufacturer warranty extension on engine failure. The only option for coverage was with ADG's Lifetime Powertrain warranty that was provided to ****************** at time of purchase at no cost to him. In order to qualify for the Lifetime Powertrain warranty, all manufactures service requirements must be met. At the time of engine failure, ****************** had multiple oil change intervals over the factory ***** mile interval for his 1.6 liter Turbocharged model. The ***** mile oil change interval ****************** is referencing is for  2.0 and 2.4 liter engines. To exacerbate the claim issues, ********************** service records did not include the appropriate amount of Spark plug replacements as well. ****************** was unable to provide records of the manufacturer's complete factory service. Since we had records of past due oil changes and incomplete service records, the lifetime powertrain warranty company denied repair assistance. We had exhausted every measure to get ********************** engine repair covered but ultimately could not get it approved. ********************** complaint of oil consumption was unable to be addressed. Oil consumption issues are only able to be addressed under Manufactures powertrain warranty. ********************** first documented complaint of oil consumption was on 2/18/2023 with ******* miles, outside of powertrain warranty. We regret that we were unable to help ****************** in this case. After reviewing this case once again, we would like to offer ****************** a partial goodwill repair and we will cover the estimated $2,825.00 of labor associated with the repair if ****************** would be willing to cover the parts and taxes estimated at $6,955. ****************** has always been an upstanding customer and these issues were outside the scope of business of Southlake Auto Group.