**** at Nissan told me on Tuesday 5/7/13 that they would replace my windshield due to a crack. Nissan service says now they will not honor that.
I called Nissan on Tuesday, May 7, 2013 at 5:30 to ask about what windshield I need for my 2013 Nissan Altima. I spoke with **** and explained that I had just bought my car a month ago and the other day a rock had hit my window and cracked it across. Before I could even ask what kind of windshield I needed to replace, he told me to bring it in and service could get it replaced for me. I had asked him 3 or 4 times to clarify the information he gave me was correct (just to make sure). He then told me that service was closed for the night but to call back the next morning at 7:30. At that time I could tell them what I had told **** and they would order the window and I could set up a time to come get it replaced.
The next morning I called at 7:30 and the lady in service said no, we don't cover that. So I asked to speak to a manager. ******* called me at about 9:30 on Wed, 5/8. He told me that was not his policy to replace a window and they would only fix it if it had a small chip. I told him that is not what **** told me and I had specifically asked him several times to verify the information I was receiving was correct. ******* said he was going to go speak with **** and then call me back.
At 10:30 ******* called me back with **** on speakerphone. **** said that I had called and said "I had a starfish chip on my window". I told him I didn't even know what that meant, so how could I have possibly said that. I repeated exactly what he told me the night before and asked him to verify that I asked him SEVERAL times to repeat the information. He said yes you did ask several times. ******* interrupted immediately and said "well that is not our policy so I am sorry". I said that I was sorry if he gave me incorrect information but that is why I asked him to verify several times. I said even if he did quote me the wrong information, good business would honor what their employee said. ******* then told me that his employee would never say that and that I was a liar. He then took it further to say "do you think we would honestly replace a window? Does that sound like good business sense? I can't help your poor driving habits and if you want to drive too close to a dump truck with rocks, then that is your own fault". I was absolutely shocked that a business would let a MANAGER speak to customers like that.
I asked to speak to a higher manager, *******. I explained the situation and he said his employees would never say such a thing. I explained that **** did and that I asked him to verify several times to make sure information was correct. ******* was very sarcastic also and told me that "if I got into an accident that I wouldn't call and ask him to replace my car would I?" I explained that I was sorry if his employee said the wrong thing, but **** even said that I repeated it to him several times to verify information. And as a good business owner, customers expect that a manager will stand by what an employee tells a customer. He just kept telling me it was not his problem and that I needed to call my insurance. There was a miscommunication and that he is not going to do anything about it.
I did call Gary Matthews Chrysler where his dad used to work before retirement. I talked to their customer service (*****), who was wonderful. They also tried to call Nissan to resolve the issue, with no success. ***** was VERY helpful and told me that if it was a Chrysler car she would take care of the issue, but since it wasn't, there was not much she could do. She at least offered to find a glass place and give me a discount. I didn't even receive that at Nissan when I just bought a $40,000 car there a month ago.
I would like my window replaced like the employee **** told me would happen. When ***** called them to try and resolve the issue, they quoted her around $200 for a new windshield.
I am just floored and shocked that a business would treat a customer like this, and all it would cost them would be $200 to replace.
Business' Initial Response
We have received correspondence from Ms. ******** ****** via your agency. After investigating this complaint, I am responding on behalf of Mathews Nissan.
Ms. ****** bought a 2013 Nissan Altima from us in March of 2013. Ms. ****** took delivery of the vehicle in new condition. All of our new cars come with a 90 day protection package that covers instances such the repair of a star type windshield chip. This particular service is offered to keep the vehicle's appearance pristine, as well as, keep the chip from becoming a major crack in the windshield. Ms. ****** was entitled to have the repair on her Altima.
According to Ms. ******, she spoke with a ***** We do not have an employee named ***** but from what I can deduce, she must have mistaken the name **** for a salesman named **** who works here at Mathews Nissan.
**** told Ms. ****** about the windshield repair, but in no way promised to replace it. Furthermore, a sales person is not authorized to make this type of decision. When asked by my sales manager, ****** **** adamantly denied promising to replace the customer's windshield. ***** and **** spoke with Ms. ****** via speaker phone. Ms. ******'s recollection of the conversation is very accurate with the exception that ***** insists he did not call Ms. ****** a "liar." Name calling is unprofessional and is not acceptable in this establishment.
It is our opinion that Ms. ****** must have misunderstood our policy. The reasonable person knows replacing a windshield that has been cracked by rock or debris while driving is an insurance matter. Once the customer has purchased the vehicle we, nor most other dealers, would replace a windshield that had been damaged as a result of the customer's driving or activity on the road.
***** from Gary Mathews Motors called and spoke with me. She asked for an estimated price for a windshield. I told her around $200. However, per our Service Department assistant manager, the cost of replacing a 2013 Nissan Altima's windshield would be around $600, $300 and up if using an aftermarket product.
We regret that this misunderstanding took place, but ask that Ms. ****** consider her request for a moment and recognize that is in fact an insurance matter. If she feels she was talked to inappropriately, I would like to apologize profusely on behalf of ******* Nissan.
Since she is still within the 90 day purchase period, we will be happy to repair a star chip or other small chip in her windshield.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied because as good business practice when an employee states the wrong information, the business should honor what the employee says. Then go back and fix that problem so the employee does not quote incorrect information again. As you quoted "Ms. ******'s recollection of the conversation is very accurate with the exception that ***** insists he did not call Ms. ****** a "liar." , even says recollection of the comversation was very accurate as I asked "****" to repeat the information SEVERAL times to ensure I was getting the accurate information. It obviously seems there was a misunderstanding but not on my end. When I asked repeatedly about the crack, **** should have made sure the information he was giving out was accurate. Every business I have spoken to about this matter agreed with me in saying that if wrong information is given then they stand by that. Of course it is not something a company wants to do, but they don't belittle the customer and talk down to them. As ***** the MANAGER told me that I have poor driving skills and it is my fault if I want to drive to close to a dump truck. As any reasonable person knows, that's not how managers should treat their customers. My other concern is that when ***** from Gary Matthews Chrysler called Nissan to ask about the windshield they said $200. Now they are saying $600? So they are now quoting incorrect information again and not to me. $400 is a big difference. I just wonder how many times customers are misquoted information from Nissan. As stated above that this was an insurance issue. As the owner ******* stated to me "if I crashed my car I wouldn't come back to Nissan and asked them to replace it?" Another sarcastic remark from the highest person I can speak with about the matter. The unprofessionalism here at Nissan continues to amaze me. I just spent $40,000 on a car to be treated like this? I understand that people make mistakes and information is sometimes wrongly stated. But when a customer asks to clarify numerous times that becomes my issue. Instead of management just apologizing for the issue, they instead insulted my driving capabilities and said I basically made everything up. The managers were very rude and sarcastic to me and had me in tears several times. So yes I am UNsatisfied with their response. I am pretty sure every business would agree that no one likes to lose out on money but when an employee quotes information incorrectly, they stand up for the mistake and make it right to the customer and not hold them at fault. The manager at Nissan would not even recommend a place for me to get it fixed. When I asked if there was anything he could do he said "No, there is nothing I will do for you". I would still like my windshield replaced due to the fact that is what I was originally stated and the unprofessional manner in which numerous of the managers treated me.
Business' Final Response
As a business, we have certain responsibility to our customers. Being courteous and professional is certainly among those obligations. So, again, I apologize repeatedly for any mistreatment Ms. ****** feels she received from our managers. With that said, we still have to recommend she contact her insurance agency for this matter. As Ms. ****** saw in her paperwork, we do offer free repair to windshield stars and minor chips. Unfortunately, **** (who no longer works at ******* Nissan) who gave Ms. ****** this information was not a manager and could in no way promise a customer something as major as a new windshield, especially after the sale of the vehicle.
Per our service manager, a new Nissan windshield and labor for it would be $659.00. He stated we could possibly put in an inexpensive after-market windshield for a little over $220. So, it makes sense to me that she file this through insurance and get the Nissan windshield.
Again, I regret that Ms. ****** is not happy and that she felt insulted by my staff. I have spoken with them and reiterated any sort of belittling of a customer is unacceptable.