****, the service manager, lied about the direction that he received from Nissan North America. Refused to look at my vehicle once BBB complaint filed
I had contacted the BBB about service and repair issues that I have had with ********. After the ***** ****** chapter forwarded my complaint as a "warranty complaint" to the BBB Nashville (district where Nissan North America is located), ******** was notified of the complaint. The vehicle's condition worsened and I returned it to ******** at the request of **** with the Nissan national customer relations. ****, the service manager at ********, refused to look at my vehicle (other than verifying the lugnuts were tight) saying that Nissan North America (****) had instructed him to not touch or work on my vehicle again. I asked him what would I do if something major happened or my tire fell off. His only response was to "contact Nissan." When I asked to speak with ***** ********, **** said that ***** was informed of the issue and ***** requests that I contact Nissan. **** then opened the garage doors and told me to leave the property.
A few days after their refusal to look at it or "touch it," the stabilizer bar ended up coming loose causing me to swerve off the highway at highway speed. I was able to re-attach the part myself.
When I apprised **** with Nissan North America of the issue, she said that no direction of any kind had been given to ******** to not look at my vehicle. She said that ******** should have evaluated my vehicle regardless of if an active complaint has been filed or not.
I feel that ******** was extremely rude to me and did not extend a hand of customer service to me. I feel that if a customer has filed a BBB complaint, that should not be grounds to dismiss the customer, only grounds to try to gain their trust even more. My experience has not only caused me to never trust ******** dealerships, but not trust Nissan as a company. Actions speak volumes. I now feel that the actions of ******** are indicative of Nissan.
My original complaint filed was forwarded to the ********* chapter. However, they are advising me to open up a complaint against ******** locally based on their customer service.
It would be nice to be at least reimbursed for the money I paid for the motor mount that was installed. ******** said this was the problem, yet later found out that it was not. I doubt they are willing to pay for loss of usage, but I would request that as well. The fear of almost flying off the overpass of Marsha Sharp Freeway is something that has me scarred mentally and afraid to drive. Is there anything for mental anguish?
Contact Name and Title: **** **********-SRV MGR
Contact Phone: XXX-XXX-XXXX
Contact Email: ****@MCGAVOCKNISSAN.COM
TO IT MAY CONCERN,******* PURCHASED VEHICLE AT 06/23/2009,1ST TIME WE HAD VEHICLE IN SERVICE DEPT. WAS 06/01/2011-35,654 MILES FOR AC BLOWING HOT AIR-WE REPLACED AC COMPRESSURE UNEDER WARRANTY,AND CHECKED FOR POPING IN TRANSMISSION FOUND NO PROBLEM ,CUSTOMER PAID FOR INSPECTON STICKER-$14.50 ONLY.NEXT TIME CUSTOMER WAS IN CHANGE OIL AND FILTER 08/20/2011-38,929MILES-CUSTOMER PAID $31.40.NEXT TIME IN CUSTOMER STATES VIBRATION IN REVERSE WHEN DRIVING-REPLACE ENGINE MOUNT COVERED BY EXTENDED WARRANTY--CUSTOMER PAID $50.00 DEDUCTABLE10/18/2011-43,592 MILES,ALSO HAD OIL AND FILTER CHANGED-WHICH WE PAID FOR.CHECK FOR POPPING NOISE CUSTOMER COULDNT DUPLICATE AT THIS TIME.NEXT TIME CUSTOMER WAS IN 01/11/2012-48147 MILES-CHANGED OIL AND FILTER CUSTOMER PAID-$34.52.NEXT TIME IN CUSTOMER CHANGED OIL AND FILTER06/09/2012-55827 MILES-AND DID STATE INSPECTION-CUSTOMER PAID-$49.02.NEXT TIME IN CHANGED OIL AND FILTER-07/31/2012-58310 MILES-CUSTOMER PAID-$34.52NEXT TIME IN 11/30/2012-63,500 MILES CHANGED OIL AND FILTER-CUSTOMER PAID $34.52.NEXT TIME IN CHANGE OIL AND FILTER-05/04/2013-69,183 MILES-CUSTOMER PAID-$34.52.NEXT TIME IN CUSTOMER HAD US CHECK FOR POPING IN LEFT FRONT REPLACED LOWER STEERING JOINT ASSEMBLY GOODWILL WARRANTY BY NISSAN,CUSTOMER ONLY PAID FOR INSPECTION STICKER-$14.50,VEHICLE OUT OF WARRANTY NOW.07/11/2013-72,168 MILES.NEXT TIME IN CHANGED OIL AND FILTER CUSTOMER PAID-$31.52-08/30/2013 74,916 MILES.NEXT TIME IN AC NOT COMING ON REPLACE BLOWER AND RESISTOR NISSAN GOODWILL $500.00 OF REPAIR CUSTOMER PAID $22.30 VEHICLE OUT OF WARRANTY 09/19/2013.CHECK FOR NOISE IN LEFT FRONT -ORDERED FRONT AXLE ASSEMBLY AND HUB.09/18/2013-76352 MILES VEHICLE OUT OF WARRANTY.NEXT TIME IN CUSTOMER STATES CLICKING IN LEFT FRONT INSTALL LEFT FRONT AXLE AND HUB ASSEMBLY NISSAN GOODWILLED REAIR ON VEHICLE AT NO CHARGE TO CUSTOMER,VEHICLE OUT OF WARRANTY.11/26/2013-78,268 MILES.CUSTOMER ONLY PAID $72.30 FOR REPAIRS OUTSIDE MAINTANCE FOR A VEHICLE 6YRS. OLD AND 78,268 MILES.WE RODE WITH CUSTOMER SERVAL TIMES AND CUSTOMER COULDNT DUPLICATE PROBLEM ON VEHICLE.NISSAN ADVISED ME THEY WASNT COVERING NO MORE REPAIRS AFTER THIS LAST REPAIR.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The dealership saw my vehicle since day one and was fully aware of all problems listed. I am not sure how their first record now only shows 06.07.2011 35,654 miles when they looked at the vehicle's problems well before this. Regardless if this actually was their first time looking at it or not, the vehicle still was under warranty. According to Tyler, they should fix a problem first reported to them under warranty, even after that warranty expires.
There still is no response as to why I was told that the dealership will no longer "touch" the vehicle based on the filing of a BBB complaint. **** with Nissan North America in ********* said she never, and would never, ask a dealership to not fix a potential problem on a vehicle even if a complaint has been filed.
There still has been no response to the fact that the "fixes" performed to my vehicle by McGavock were not fixing the problem. Still also no response to the fact that after they refused to look at my vehicle, the suspension bar came off - a part they should have tightened/inspected when they performed the last service.
They also still have not responded to why I was charged a $50 "warranty deductible" by my salesman when I brought the vehicle into the dealership about a week after purchase. He said this was to cover a possible deductible for any work they might have to do to the vehicle under warranty. After getting my car back, he said the problem was "fixed" and that I shouldn't have any further problems. I returned the vehicle back to them multiple times throughout this "ghost" period where the dealership seems to have lost any record of my vehicle.
They still have not responded to the fact that they caused oil to leak out of my car (which could lead to engine damage) by not replacing the oil plug correctly.
I received a call from Nissan North America asking me to do a survey on the repairs that McGavock performed on December 4, 2013. They were perplexed when I told them that my vehicle was not at McGavock on that date as they had effectively banned my vehicle from the service department. He said his records showed clear evidence that I did have service on this date and he questioned if I maybe had another vehicle there. McGavock has not "touched" the vehicle since before Thanksgiving due to them refusing me service.
I had asked to speak to ***** ******** on multiple occassions, but have been told that he is apprised of the situation and has also advised to take Nissan's stance to not touch the vehicle again. "Take it up with Nissan" is what **** kept reiterating, while Nissan said to take it to McGavock and have them check it out again.
At this point, McGavock has lost multiple personal car sales of mine to another dealership this year, as well as multiple from friends and family. It does not seem to me that they really care about their customer, nor do they care about the service they provide to their customers as evidenced by this situation and the level of rudeness I have encountered in the Service Department. The safety of the vehicles they put back onto the road as "fixed" is questionable. Their $50 cash deductibles for new car "warranty" repairs are questionable. Maybe these $50 deductibles were being used to pay for the free oil changes they gave me for my first 36,000 miles as part of the deal for buying a new car?
Final Business Response
IN RESPONSE TO THE WARRANTY COVERAGE ON HIS VEHICLE , NISSAN ONLY EXTENDED THE WARRANTY ON TRANSMISSION -06/23/19-120,000 MILES.WE ARE NOT REFUNDING ANY MONEY TO CUSTOMER. CUSTOMER HAS ONLY SPENT LESS THAN $200.00 ON VEHICLE OTHER THAN MAINTANCE SINCE BUYING VEHICLE.CUSTOMER STATES HAD PROBLEMS SINCE BUYING VEHICLE NEW BUT AFTER BUYING VEHICLE -06/23/09-NEVER SEEN VEHICLE TILL -06/07/2011-35,654 MILES,2 YEARS LATER.HAVE COPYS OF ALL ROS SINCE PURCHASE OF VEHICLE.