Business ProfileforNissan of New Rochelle

My daughter Took car for servicing, instead of adddressing and properly diagnosing the engine light issue, She was given the ultimatum of using the $189 to remove the engine light or use it towards a set of new tires. She contemplated because She would essentially be throwing $189.00 down the drain, if She didnt do it. She didnt like the over priced tires roughly $800 for Hankooks, and declined. However shortly after like literally 2 days, Engine light comes back on even worse, care is not starting. She have to tow it to the facility, and rep without seeing the car guessed rodents mustve chewed up the wires, without seeing the car. After a $650+ ****, and them claiming to have changed out a thermostat for $30, and cleaned out the rodents nest which took them over 5 hours in billing all for The car to run for 1 more day, and same issue - shuts down. Her car Still has the issue. Almost $1k spent with Nissan New Rochelle and they wouldnt even complimentary provide to look at their work and see whats happening and why they couldnt diagnose it the first time and or atleast refund 1 Diagnostic fee so She can take it to another dealer for a comprehensive review. Personally felt disrespected. atleast stand behind the work you do, and be real honest about what you dont. Dont only service those who fall victim to your upselling tactics and offer them respect.

On April 25th which was Ms. ******* first visit to the dealer with the current concern, the vehicle was diagnosed for a Malfunction Indicator Lamp which presented a past trouble code for multi-cylinder misfire. The code was able to be cleared and the vehicle was then observed to see if the code would return or for excessive vibration which is a symptom of the misfire. There we no other indicators at the time which would lead to believe we should hold the vehicle for further diagnosis; the vehicle was released to the customer under recommended observation and to return if necessary. The following week on May 2nd the vehicle returned to the dealer via a tow truck. After the tech was able to get the vehicle started, he observed the vehicle overheating which caused the shutdown. When inspecting the coolant to be aged and deficient; the technicians recommendations was to perform a coolant service and replace the thermostat. During repairs the technician noted signs of rodent habitation. No other codes were found, and the further diagnosis was not pursued by the customer for the potential rodent infestation. The vehicle was tested for the current repairs and found that the vehicle was operating as designed and did not present any diagnostic codes. At time of delivery all this information was presented to ****************. **************** was billed 2.5 hours for the thermostat replacement and 1 hour to perform the radiator maintenance and protection pack. Prior **************** return with the overheating concern the service consultant offered to **************** that she can use the monies paid for diagnostic towards replacing her tires, she did not take the consultant up of this offer. When she returned for the overheating concern no new diagnostic fees were charged. When she contacted the dealer claiming that the vehicle was still giving her issues, we recommended that she return for further diagnosis at no charge to her. **************** has also contacted Nissans consumer affairs and was advised by them as well to visit the dealer for further diagnosis. If **************** would like to still return we will be more than happy to accommodate her with further diagnosis at not charge.

While it is appreciated that you took the time to respond this is not a completely true and accurate account of what transpired in the your response. 1) Each time the same code was present. No other code came up. Nissan of New Rochelle failed to properly diagnose that code the first time. Instead removed it (wiped it off and said come back if it comes back on), and charged the $189+ for doing so on her first attempt to get the diagnosis on the car. The offer that this could be use this toward tires since per their diagnosis nothing was found wrong with the car besides the tires and to continue to monitor it at that moment was on DAY 1 not after the fact. Nice hefty $800+ in tires. She sat around, contemplating the offer because $189 was already in their possession for diagnosing the engine light. It was a hustle and all options were not presented because another dealer would have even let her just get wipers installed or an oil change and that would have been the fee as long as she got the service. Not the full $189. (The dealer we were referred to by corporate, did in fact that, and said that is custom). 2) The car arrived via tow truck and prior to it arriving the engine light and same code they had removed was present. It was then assumed before they looked under the hood that there was a rodent nest building. The next day, on a recorded line (because shes at work) about 15+ minutes discussing how the engine was flooded and the thermostat needed to be changed but they spent over 5 hours retracing the wires and cleaning out the card (and they cant credit anything because they need to pay their techs for the time taken. Happy to forward this conversation which will refute the above statement by the dealer that no other further diagnosis was pursued by customer. This is completely false. She was told that it was already completed and for the time spent, it would need to be paid. In fact, each time the car was looked/diagnosed by the dealer and a payment had been made, the engine light and same code continue to come on. Which means, their fix that was paid for, was not the problem. Per the request of Corporate, it was time to go to another NISSAN dealership for a second opinion. With the same engine light and the same code is back on (only days after Nissans New Rochelles last fix and the corporate call made by ****************). There was a comprehensive diagnosis done and the diagnosis showed what needed to be swapped out around the engine, that could have not been missed. Per the technicians at the new Nissan Dealer, that code would have led you there off the bat, to further assess and then continue to do due diligence to narrow it down. Again, as the initial claim summarizes, she was hustled and charged for services NOT recieved. Because she still had the same issues immediately after (this all occurred under 3 weeks a few days after the other).. Incurring additional expenses that just went into the dealers till and not to the car.Not sure why any one would feel comfortable now returning a 3-4th time to get a further diagnosis that sould have taken just the 1st diagnosis to see. From the first time arriving the issue of the engine light and the code was the same one. Even now to moving on to a new NISSAN dealer that had no prior knowledge of what was happening with the car and recieved just a diagnosis of the same code. No work performed, just collecting side by side proof that certain things that were said needed to be done, werent Documentations, recordings and maintenance tickets available. Thanks