ComplaintsforI-90 Nissan

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our 2014 nissan in for AC service back in April 2023. While there they also fixed a recall item. After getting vehicle back the air worked but the car loses power after bracking. Took it back and they claimed a transfer case needed replaced. After spending 2500 dollars we get the car back and same issue. They have had the car since July and just got back to us I Jan 2024 that it needs an engine wiring harness. They said the cost would be high and we should look at getting a new vehicle. We already spent 3700 dollars on the car and it was running fine. The car gives no error code and they can't tell me what part of the wiring harness is bad. The recall was for a brake switch relay. They symptoms of the recall are car losses power after using brakes or brake lights do not come on when stopping. This is what we now are experiencing. This has been going on for 7 months. It feels like they are incompent to bait in switch. Why would I spend so much money on a car just to trade it in. Again, the car was fine. The 2500 repair was not needed.

  Business response

  02/13/2024

  The repairs that were recommended and completed (Viscous Coupling Repair/Replacement) was verified on 7/12/2023 by technician after identifying binding in the rear end.  They confirmed this issue by unplugging the viscus coupling, once unplugged the binding noise went away.  This confirmed the issue with the viscous coupling and we recommended the repair which was approved by customer and completed.  After repair the binding issue was eliminated and the vehicle was in appropriate working condition.  The customer returned the vehicle on July 21, 2023 with drivability issues pulling in their driveways and while driving around the block.  The vehicle was brought back to the dealership and was inspected with these drivability issues, the vehicle was scanned for any codes related to these described issues.  We could not duplicate the issues and no codes came up during the vehicle scanning process.  The vehicle was driven 6 separate times & scanned after each drive and never duplicated the issues and no scan codes came up during these drives.  Vehicle was again returned with drivability issues on September 30th, 2023; again the described issues could not be confirmed.  After discussing customer issues with tech line (Nissan's technical line) they advised the next step would be to replace main engine wiring harness.

  I90 has performed one repair that was verified by the technician (viscous coupling) that repaired the binding issue in the rear end for $2773.01 July 12, 2023

  Other repairs performed:

  4/18/2023 Air conditioning compressor replacement & coolant tube, oil & filter change, multi-point inspection, & brake replacement $2,282.70----Approved by customer & completed

  All other services provided for the drivability issues were No Charge inspections to the customer

  I feel all work performed was necessary and we are doing everything in our ability to assist the customer with their 2014 Nissan Pathfinder with a last reading of 146,820 miles.  Our only offer would be to try and trade the customer out of their current Pathfinder into a vehicle of their choice.  I'm quite certain the Hirsch's are frustrated with the continuing drivability concerns and if I can personally assist in anyway please contact me directly at ******************** or directly on my cell phone ************ or work phone ************ *** ****

  Respectfully,

   

  Diehl *****

  I90 Nissan

  Customer response

  02/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I don’t think you understand how long the vehicle has been at your dealership and how long it’s been not usable by us. The first time the Vehicle did a “no acceleration after stopping” was in June of 2023. It sat at our home until you had an available appointment in July. We drove it one week after the expensive repair of the coupling. It was then taken back July 21st where it sat at your lot until September. I was at a loss and attempted to drive the vehicle. Eventually experience the “no acceleration after stopping”. It was again towed to your lot in November. It sat and nothing was done or found out. I replaced the battery with hope this might solve the issue. I drove it for 1 day and again experienced the “no acceleration after stopping.”  Through December we had it sitting at home not knowing what to do. It was not drivable and your service shop did not appear to be doing anything. We talked to a couple outside mechanics and they recommended giving you another chance. That the Nissan dealer shop would know the most about the vehicle. We made an appointment to ensure the car would be looked at and just not sit. We took the car up Jan 4th. After no communication on January 18 my wife gets a text. It’s about the Tech and Techline and they think it’s the engine harness. I can't understand why I would have no engine codes if I had a bad engine harness. While looking I read about the NTB21-003 recall on the brakes. The symptoms of the brake relay are the same as I have experienced. The car will start and go into drive even if the brake is not pressed, the car may not start when the brake is pressed, the car will have no acceleration after pressing the brake, and the brake lights will stay on when the brake is not pressed. After sharing this information I ask for your shop to look at this. I stop in to talk with Jason and he is not there. I talk and ask questions about how it can be a wiring harness. This is when I found out the brakes were serviced and they supposedly had this recall service at that time. Very Frustrated, I ask for the service manager to call me back saying that I need them to look at the brakes. I never get a call. I stop in a week later and questioned Jason and the fellow who was supposed to make sure I got a call back. I asked why I wasn't called and they said they gave the service manager the message. The service manager just happens to walk by and I stop him. I ask him why he didn't call and if he got the message to call me about the Pathfinder. He had no idea what I was talking about and it was very awkward. I don't feel that my concerns are being taken seriously. I go over my thoughts about the brake issue and how a wiring harness goes bad with no error codes. I again ask for someone to seriously look and repair the brake relay and switch. The one guy says there are no error codes for the brake switch. I said exactly the car would not throw an error code if it just thinks the brakes are pressed. I still haven't gotten a response. I started a case with Nissan corporate support and talked to a few people. They said I would be getting a call from an official at the dealership. I haven't gotten a call back from support or the dealer ship as of 2/15. The car has been there since Jan 4th.
  

  Need to know what part of the engine harness would cause a "no acceleration after braking" issue?

  How is the harness damaged? Abrasions, Burns, smashed connector from plugging in wrong?

  Why does the car have the same symptoms of the brake recall issue? 
  
  Regards,
  
  ******* ******
  
  
  
  
   

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