Complaints

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently visited this dealership to diagnose an issue with my 2022 Nissan Pathfinder. My vehicle has less than 20k miles and is still covered under the manufacturer's warranty. I have been encountering issues when refueling the vehicle. The frequency of the issues were increasing and I scheduled an appointment to have it diagnosed at this dealership. I left the vehicle there at 7:45 in the morning to be further inspected. Upon returning later that afternoon service advisor stated they simply checked for error codes and topped off the vehicle and could not duplicate the problem. I had asked if any further diagnosis was completed as I was sure there was an issue with the vehicle as it is a well documented concern for my model year. Advisor said no additional diagnosis was performed. I do not believe they exhausted all efforts in looking into my concerns as well as providing repairs/solutions.

  

  Business response

  02/18/2024

  To whom it may concern.  We invited the customer to bring back the vehicle another time, and again were not able to replicate the problem.  We are more than willing to attempt to repair the vehicle when we can replicate the problem.  The customer is also able to try a different Nissan dealer to see if they have better luck replicating the issue.  We are sorry that we haven’t been able to recreate the problem as of yet, but without a verifiable problem there is nothing for us to fix.

   

  Customer response

  02/20/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 21259348

   

   

   

• Initial Complaint

  10/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a manual 2016 Mini Cooper odometer read 56,771 on Sep 17, 2022, with a Limited Warranty of 3 Months 3,000 miles. On Oct 18, I noticed the car revving very high intermittently while driving. On Oct 19, I noticed the sound of metal grinding when changing to first gear. I went to the dealership the next day. I was able to get to the dealership afterwork at approximately 3:30pm on Oct 20. The dealership looked at the car and told me the problem was that I was misusing the clutch and the car was at, 9 miles over the warranty limit. I reiterated, “9 miles over? This is not my 1st manual car”. The dealership manager insisted there was nothing they could do because it was 9 miles over the limit. I live more than 15 miles from the dealership. This alone put me over the 3,000-mile limit. I only want what’s fair that they address the issue that occurred within warranty. I am a veteran manual driver for over 20yrs and none of my vehicles have had an issue as a result of misuse of clutch. On Oct 21, I had someone call the manager on my behalf to explain the situation. He called but received no answer, then left a voicemail to explain the situation above, requesting a call back. When neither of us received a call back, I came to the BBB website and sent an email to the dealership to request support to resolve the issue. On Oct 22, I received a call from the salesperson, who also tried to blame it on my ability to drive a manual properly. He said it may be because of the way I was using the clutch. He asked me if it was my first manual vehicle, which is pretty insulting as we had talked at great length about my history of only driving manuals, and how hard it was to find a manual in today's market. He ultimately said he would call back after he spoke with the mechanic. On Oct 24, I called and spoke to the salesperson to inquire. He informed me that the dealership did not do any work on my vehicle type and referred me to take it to a different place.

  

  Business response

  11/11/2022

  We are sorry that the customer has had issues with her clutch on the vehicle.  Our service contract that we give every used vehicle customer only covers powertrain items for 3 months, or 3,000 miles, whichever comes first.  It appears from the customers comments that the mileage limit has been reached.  The provider of the service contract does not cover repairs after either of those targets have been reached.  Additionally, many service contracts do not cover clutches, as they are a wear item.  We are not even sure if she was within the mileage if the warranty would have covered the requires repairs.

  Customer response

  11/18/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.I was personally unaware of how close I was to the mileage limitation when they initially looked at the vehicle. The dealership service team identified the mileage was 9 miles over the limit on Oct 20th, when I brought it to them after driving more than 15 miles from my home. The issues began while under the mileage limitation on Oct 17th as it took a few days to determine if it was something that needed the dealership's attention. It's unfortunate that they do everything to get your business and get callous after payment. The exact words from the manager Kyle were, "we can't do anything because you are 9 miles over..." nothing to do with a wear item. The dealership should address the issue that occurred within 3,000 miles versus making vague conclusions. On Nov 17th the vehicle stalled and would not start due to the issue that I brought to their attention on Oct 17th. The vehicle had to be towed to a shop. Note: The vehicle was sold to me from this dealership as return vehicle from another customer after having it for only 1 month, the reason I was given was that the customer returned it after a month because they didn't feel like driving a manual anymore. Makes me suspicious if there were other reasons.  Regards, Complaint ID: 18308291    

  

  Business response

  11/21/2022

  We understand that the customer disagrees with the service contract providers policy, but that is the policy.  Additionally, **** is a finance person who may not have known whether or not a clutch would be a covered item under a service contract, since we sell so few manual transmission vehicles these days.

   

  I am truly sorry that this has happened, but we still hold that we have no responsibility in this matter, as the issue is outside of the service contract parameters, and outside of what most likely would have been covered to begin with.

   

*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. ↩