Harte Nissan, Inc.

[redacted] purchased a pre-owned vehicle; unfortunately there is no lemon law process for a used vehicle.  We are happy to take his [redacted] in on a trade-in basis.  In addition [redacted]'s warranty is good at any Nissan dealership and can have his concerns looked at anywhere.  We...

actually set up an appointment for his vehicle at a different Nissan dealership and he did not show up for the appointment. We are happy to discuss taking this vehicle on trade.  We are also more than willing to have a technician road test this car again. The other option is for [redacted] to take his vehicle to another Nissan dealership for another opinion as his warranty is good at any dealership.

[redacted] purchased her vehicle from Harte Nissan in June 2013. At time of delivery the vehicle had 40,131 miles on it and the dealership completed and printed a [redacted] vehicle history report stating “No Accident/damange reported to [redacted]”. Harte Nissan prepared the vehicle according to Nissan...

CPO standards and performed all necessary services prior to delivery. At that time, all the fluids in the vehicle were clear. There is no set timeframe to change fluids in a vehicle; recommendations for flushes are based on fluid color and condition. After careful review of [redacted]’s service history, I could not find any documentation indicating a complaint with her window; there is no history of any diagnostic being run on her window at all. We do charge a diagnostic fee, however, this fee is waived if the issue with her window were found to be covered under her warrantee or if she performed the work with us. We are still ready, willing and able to diagnose and repair her window concerns for her. In January 2015, with 52,000 miles on her vehicle, Harte Nissan recommended a brake flush, a power steering flush, replace drive belts and front suspension control arm (which was covered under warrantee). These services were recommended 12,000 miles after she purchased the vehicle and were made to assist [redacted] with the proper maintenance of her vehicle. With regards to her vehicle being stripped and rebuilt, we have no history or knowledge to back this claim. I urge [redacted] to contact me with a copy of the paperwork she found in the vehicle so that I can investigate this matter fully.

Complaint: [redacted]
I am rejecting this response because: I tried to reach out to the service director yesterday and today. He was not available to answer my calls and has not responded to my voice mail or email messages. I also tried reaching out to the general manager as directed, but he also has not answered his phone and his voice mail box is not accepting new messages. 
Sincerely,
[redacted]

Mr. [redacted] agreed to terms on a vehicle at Harte Nissan yesterday afternoon and provided a deposit.  He will be taking delivery of this vehicle tomorrow.

Complaint: [redacted]
I am rejecting this response because: It does not resolve my problem, the response is trying to force me to do the $1,100 repair that the service advisor was trying to force me to do as well. I am very unhappy with this response. The car would most likely not even be valued at $1,100 for trade in value and it is ridiculous to keep trying to have me make the repair.The price of the diagnosis was not clearly displayed where I could easily see it and the advisor did not clearly verbalize the price, otherwise I would have rejected it and not been shocked once my card was run.I understand that Harte Nissan is a business, but I am a loyal customer of 10 years. I have had all my parts and services done at this location for the life of my car. I have read reviews online about Harte Nissan and one of the responses to the negative reviews is "We strive to provide all of our customers with a truly exceptional experience." I have truly felt like a valued customer of the dealership until this incident.Please help make this right, I would love to continue being a loyal and satisfied customer of Harte Nissan.
Sincerely,
[redacted]

Mr. [redacted] visited Harte  [redacted] for tire pressure issues.  We provided him with a vehicle while we were addressing these concerns.  Two days after his last visit, he informed Harte [redacted] that his vehicle was damaged.  At that time he mentioned that he was in an accident on...

New Years (prior to his visit to Harte [redacted]'s service department) and that he had a police reporting indicating damage.  He said that he disagreed with the police report indicating that the damage was on the right rear bumper- as the rt rear had no damage.  He thought the policeman made a mistake; that the damage was to the left rear.  Harte [redacted] photographed the right rear bumper and has that evidence to confirm that there was nothing wrong with the right rear.
Although Mr. [redacted] signed the Repair Order indicating that Harte [redacted] was not responsible for any damage and he indicated the vehicle was in an accident,  Harte [redacted] agreed to assist Mr. [redacted] in his repair out of goodwill & customer satisfaction anyway.  One day after Harte [redacted] informed him that we would help him with his repair out of a desire to exceed customer expectations, Mr. [redacted] expressed extreme dissatisfaction with the dealership and indicated that he would not be returning to the service department in a survey to [redacted] OEM.
Since the goodwill gesture was made out of a desire to promote customer satisfaction and Mr. [redacted] indicated that he would not be satisfied with the dealership regardless of what measures were taken, Harte [redacted] decided to decline the goodwill offer.  Harte [redacted] does not, and never has, taken responsibility for the damage to Mr. [redacted]'s vehicle.

Mr. [redacted] brought his 2005[redacted] to Harte Nissan reporting an issue with flashing warning lights on his dashboard.
We fully explained to Mr. [redacted] that the recommended repairs on his vehicle from our initial diagnostic were a "starting point" and could not be 100% guaranteed as a "fix". He...

authorized these repairs with full knowledge that other potential issues could possibly become evident as we began to delve into his vehicle concerns.
Unfortunately with vehicles that are almost 10 years old and with over 170,000 miles, issues do tend to manifest. Harte Nissan understands that it is not in our customer's best interest, financially, to quote on parts until they are verified and certain parts cannot be tested until other components are operational.
We value Mr. [redacted]'s business and provided him with a significant discount on these repairs out of goodwill.
His harness was fixed this morning and his vehicle has been road tested and is ready for pickup.
Please feel free to contact me should you require additional information.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will accept the refund of $147.57.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Mr. [redacted] brought his vehicle in due to an issue with his window.  It is our contention that the issue with his window is due to a faulty part and  not workmanship.  That being said, Mr. [redacted] is a valued customer and we have agreed to repair the window regulator and...

motor assembly at no additional charge as an act of good will and in appreciation of his business.  This repair comes with a 12/12 warrantee which will also provide him additional coverage moving forward.Mr. [redacted] dropped his vehicle off with Harte Nissan last night and will be picking the vehicle up tonight.
Please feel free to contact me should you require additional information.
 
Sincerely,[redacted]

On 6/25/16 Ms. [redacted] brought her vehicle into Harte Nissan for an oil change and requested that we look at her air conditioning as it was not function correctly.  At the time, we diagnosed that the A/C compressor clutch was failing and starting to leak.  On 7/1/16 we replaced...

her compressor and receiver dryer.  Then on 7/13/16 Ms. [redacted] returned indicating that the A/C was not blowing cold; we could not duplicate her concerns at that time. On 8/27/16 Ms. [redacted] returned stating that the A/C only works on the 4th setting (fan speed) and she heard a noise present.  We diagnosed two separate noises: 1- the new compressor we installed had failed (it was replaced under warrantee) and 2-the blower motor shorted internally causing the second noise (she declined the blower motor repair).  Ms. [redacted] didn’t return until 12/3 to get her compression replaced. While we are sorry that Ms. [redacted] continues to have concerns regarding her vehicle, service issues are common in older, high mileage vehicles (Ms. [redacted]’s vehicle has over 170k miles and is 8 years old). We strive to provide all our customers with a truly exceptional experience and in that vein we are willing to assist Ms. [redacted] by either reimbursing her the entire $147.57 for labor OR splitting the cost of the blower motor she still needs repaired (providing 50% discount) purely as a gesture of good will.

Review: I took my car in for suggested/recommended services but after months and close to $10,000 spent I'm still having issues along with added issues due to is performing the tasks wrong and carelessly. These issues have caused so much aggravation and have brought health along with safety concerns for my family and I.Desired Settlement: I would like all the repairs done correctly at no charge with nissan officials supervising the repairs with a partial refund to my credit card.

Business

Response:

Mr. [redacted] brought his vehicle in due to an issue with his window. It is our contention that the issue with his window is due to a faulty part and not workmanship. That being said, Mr. [redacted] is a valued customer and we have agreed to repair the window regulator and motor assembly at no additional charge as an act of good will and in appreciation of his business. This repair comes with a 12/12 warrantee which will also provide him additional coverage moving forward.Mr. [redacted] dropped his vehicle off with Harte Nissan last night and will be picking the vehicle up tonight.Please feel free to contact me should you require additional information. Sincerely,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It's not just the window issue alone that caused this complaint. The window was the last straw that broke the camels back especially since there was very little effort to fix the issue they made worse than what it actually was in the first place. They told me the window had a problem while they were attending to the main reason the car was there and I understood that. But to leave the window down without even trying to get the window back up without damaging the glass any further caused the complaint to be sent. Especially since I had to drive to work in the cold with it down. I'm grateful and thankful for them attending to the window to the full extent with the motor and regulator at no additional cost. But when I went to pick up my car from the shop for the window issue, I noticed there were other issues that weren't there when I brought the car in. I noted it to the service advisor that there were issues now with my door locks and passenger front window. He then called his supervisor [redacted] and told him of the issue. [redacted] then said he would call me the following day to discuss the issue but never did. Two days passed without a call, so I then went to the shop to discuss the issue in person. [redacted] met with me and basically said they weren't aware of the issues. Also that they couldn't help me with those issues due to my complaint with corporate and Revdex.com. Now I have door locks and a passenger window that does not work now, when they were working perfectly fine before. So that is why I reject this response.As far as the overall complaint being made, it was for the aggravation of having to bring the car back and forth for the same issue multiple times and having to pay more money every time for the issue that was said to be done/fixed. The issue with the car seems to finally be resolved with no issues yet. Finally after 4 months of haggling and a little over $9,000 later. I was willing to resolve the issue but now it seems that can't happen now.

Sincerely,

Business

Response:

Harte Nissan has gone above and beyond to assist Mr. [redacted] with the repair of his vehicle. Out of goodwill, we replaced his window motor and regulator at no charge. While we are sorry that he is having issues now with the window and door locks on the opposite side of the vehicle, our repairs did not include that area of his car. Unfortunately older cars with high mileage do tend to have some issues from time to time. We are more than happy to work with Mr. [redacted] on fixing these additional repairs, but we cannot be responsible for the repair of his entire vehicle.Please contact me should you require additional information.Sincerely,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the items discussed with the car for example the door lock and the passenger side window are linked to the driver side door panel that they just fixed. Either something wasn't put together completely or they blew a fuse. I just wanted it looked at because it was fine the day I brought it to them and never had an issue. I don't want everything to be fixed at their expense unless it was their mistake that caused the issue. I'm not trying to be a stickler or anything but like I said before I was going to settle this but the lack of respect for me because a complaint was placed against is turning this dispute to a bad situation. I just wanted them to check the window and the lock because they were working the day I brought it in. I know the car is older it has and always was well maintained and serviced at this dealer. I don't want to continue complaining about the same issue over and over again. I'm not trying to get over on anyone but something is definitely not right with this situation. I just would like them to look at the window and reassure me that everything was connected properly or a fuse wasn't blown or something. The driver side control panel does not allow me to lock or unlock my doors and does not let me roll down the passenger side window. If its something that was on there end I just want it squared away. If not I'll go and get it fixed. I'm sorry if this has caused some tension between us. I want to give them the benefit of the doubt but its kind of hard with situations like this.

Sincerely,

Business

Response:

While we do not believe that the issue with Mr. [redacted]'s vehicle is due to the repairs completed at Harte Nissan, we are always happy to recheck our workmanship. Please have Mr. [redacted] reach out to [redacted], GM to schedule a time to have this completed.

Thank you, [redacted]

Review: I brought my car to Harte [redacted] numerous times for the same issue. Each time I brought my car there it was a different reason of why the issue was occurring. The final time I picked up my car I noticed damaged on my rear bumper on the left side. I spoke with the service director and he stated to bring my car down there so he can take a look at it. A week went by and I finally received a call from the service director. I missed the phone call and a voicemail was left in which the service director stated he had good news for me. I was doing the [redacted] Customer survey at that time and filling it out honestly. Once I listened to the message I called back but the service director was not there. I called the next day and spoke with the service director and he stated that Harte [redacted] will fix the damage. We set up an appointment to fix the damage. Then the next day I received a call from the service director again and he told me they would no longer fix my vehicle because of the survey I filled out. I called [redacted] USA and filed a customer complaint and they stated they could do nothing to help with my problem. I left the general manager numerous voice messages and he did not call me back until I emailed him. They should not be able to treat customers this way because they're not getting A+ surveys.Desired Settlement: I would like my vehicle repaired. Harte [redacted] stated they would fix my vehicle until they received my survey. As a customer I do not feel like they should be able to treat customers this way because of surveys they fill out.

Business

Response:

Mr. [redacted] visited Harte [redacted] for tire pressure issues. We provided him with a vehicle while we were addressing these concerns. Two days after his last visit, he informed Harte [redacted] that his vehicle was damaged. At that time he mentioned that he was in an accident on New Years (prior to his visit to Harte [redacted]'s service department) and that he had a police reporting indicating damage. He said that he disagreed with the police report indicating that the damage was on the right rear bumper- as the rt rear had no damage. He thought the policeman made a mistake; that the damage was to the left rear. Harte [redacted] photographed the right rear bumper and has that evidence to confirm that there was nothing wrong with the right rear.

Although Mr. [redacted] signed the Repair Order indicating that Harte [redacted] was not responsible for any damage and he indicated the vehicle was in an accident, Harte [redacted] agreed to assist Mr. [redacted] in his repair out of goodwill & customer satisfaction anyway. One day after Harte [redacted] informed him that we would help him with his repair out of a desire to exceed customer expectations, Mr. [redacted] expressed extreme dissatisfaction with the dealership and indicated that he would not be returning to the service department in a survey to [redacted] OEM.

Since the goodwill gesture was made out of a desire to promote customer satisfaction and Mr. [redacted] indicated that he would not be satisfied with the dealership regardless of what measures were taken, Harte [redacted] decided to decline the goodwill offer. Harte [redacted] does not, and never has, taken responsibility for the damage to Mr. [redacted]'s vehicle.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Harte [redacted] provided me with a vehicle after bringing my car there 2x for the same issue. And they provided me with a vehicle after I was stuck on the highway and waited hours for their roadside assistance only to tell me that someone will be coming to change your flat to the spare and that someone would pick my vehicle up from my home the next day.

I did not disagree with the police report because minimal damage was done in that hit and run accident and they hit the center of my bumper as stated by a witness. I attached the police report as well. The police report never states where the damage occurred and the other party involved has a dark colored SUV and the paint scratches on my car are white. The damage on my car is on the left rear. I informed Harte [redacted] and spoke with [redacted] the same day I picked my vehicle up from Harte [redacted]. I did not notice the damage until I arrived in Waterbury. I called Harte [redacted] and spoke with [redacted]. He asked me to send him pictures from my cellphone in which I did. He responded via text message with "Ok just talked to [redacted] he's very sorry bring it tomorrow between 9-10 our body guy will be here at that time we will take care of it. I called [redacted] back and stated that I could not be there between those times because of work. He told me he would contact me back. He replied via text message with " Ok talked to [redacted] he said bring it monday. It's above my hands now he needs to inspect it and go from there." I have attached images of the cellphone text messages as well.

I also did not fill out the survey after I spoke with [redacted]. It was completed on a Saturday and he must have not looked at it until Monday in which I already spoke with him and we setup a date to get my car repaired. I never said I would never go back to Harte [redacted], I simply was being honest and did not give all 10s on the survey because of the dissatisfaction of having to go back to Harte [redacted] multiple times for the same issue and every time I went there was a different reason why my tire was becoming flat.

Sincerely,

Business

Response:

Harte [redacted] did not damage Mr. [redacted]'s vehicle and has been clear with him regarding this point. We told him that we would assist him with the repair of his bumper for the sake of customer satisfaction. We reiterated to Mr. [redacted] at that time that the damage did not happen here. When Mr. [redacted] indicated that he would not be satisfied with Harte [redacted], we decided to decline the goodwill assistance.

Review: I brought my vehicle to Harte Nissan for extensive suspension service which ended up totaling nearly $2000. After the work was done, I had to bring my vehicle back to the dealership twice to try and get issues resolved. The first issue was with the alignment, which they fixed. The second issue was a loud, distinct clunking noise while going over bumps, this noise did NOT exist before I had my car serviced at Harte.

I took the car back and asked them to see if the technician may have left something loose during reassembly. To help troubleshoot, I did a ride along in the car with one of their technicians. Although the noise was loud and clear, the technician absolutely denied hearing anything and actually tried to blame the issue on some spare change and spare fuses I had in the center console. After the test drive, the technician put the car in the air and denied the presence of any issues.

At this point I felt like I was being lied to, so I took the car to an independent repair shop. The other repair shop immediately acknowledged the presence of the noise and identified the issue as a bolt in the rear suspension that was left loose and not tightened down all the way.

This issue, which was a result of poor workmanship which should not have happened in the first place, should have been easily identifiable by the technicians at Harte. The clunking noise was loud, and the loose bolt is easy to see while the car is up in the air. It seems that Harte did not want to admit any wrongdoing and instead chose to lie to me.Desired Settlement: No resolution requested/for Revdex.com information only. However, I was forced to pay for service at another repair shop in order to resolve this issue. So if possible, I would like to be reimbursed for the repair fees I had to pay at the other shop (I can provide the invoice if necessary).

Business

Response:

Unfortunately Harte Nissan could not duplicate Mr. [redacted]'s concerns when we returned to our dealership. We strive to provide all our customers with a truly exceptional experience and we are very sorry that we did not meet that standard on his last visit. We are very interested in reviewing the documentation he received from the other repair shop in hopes that we can resolve this issue to everyone's satisfaction. We have attempted to contact Mr. [redacted] numerous times, but have been unsuccessful reaching him. Please have Mr. [redacted] contact our General Manager, Damen P[redacted] at Harte Nissan as soon as possible so that we can begin working towards a resolution. He can be reached at ###-###-####.

Sincerely,

Erin T[redacted]

Director of Communications

Harte Auto Group

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I tried to reach out to the service director yesterday and today. He was not available to answer my calls and has not responded to my voice mail or email messages.

Review: I purchased my car June 2013. It was a used vehicle but I bought the car with assurance that all services were up to date. When I purchased the car, I asked for a car fax from my salesman [redacted], I had to pick up my niece & nephew from school so I told him I'd be back for it. When I got back to the dealership, I was brought into an office, signed the paperwork & was told that car fax & everything was in my file. Next day I picked up the car. A few weeks later, I went through the paperwork & there was no [redacted], went to [redacted] to look for [redacted] but he no longer worked there. In October, everytime I bought the windows down in the car, they would stay stuck & I would have to manually bring them up. I called to see how much it would cost & I was told that it was $165 just to look at it. Really?! So I just dealt with it. A few months later, I took my car for an oil change, got a statement stating that my car needed a whole system flush & the price was $629, that it should have been done at 30K miles. If I bought the car at 39K why wasn't it done? I complained and got Nissan headquarters telling me to pay for diagnostic testing-$130-to find out the problem. No the problem is it should've been done at 30K miles! Fast forward to Dec 2014, I'm looking for my purchase receipt of my tires for a tire rotation & I'm looking in the glove compartment & find a folder, wedged in the top that I had to yank it, it seems it's from the previous owner & shows the car being entirely stripped & then put back together! Should I car that has been put back together even be sold at a car dealership? No...so I take the car to get an oil change on Jan. 19th...20 minutes later the service guy comes out to me & says there are a few issues with the car. #1 the driving belts are cracked-$189, #2 I need a brake fluid flush-$130ish, #3 power steering flush $109ish (these are part of the systems flush that should've been done at 30K miles. & #4 the control arms are cracked but it's covered under warranty, but I had to pay $50 for that plus the oil change. My complaint & what I want...since I purchased a car that SHOULD NOT have been sold at a dealership & all the services required BEFORE I purchased the car weren't done this is what I want-i want ALL the services & repairs that need to be done to be taken care of with NO CHARGE for me, that means the driving belt, the systems flush, & the windows-which seem to not be aligned properly & now I know why, whoever put the car back together didn't do a great job! I want the car to be looked at & made sure that it is up to the standards of a CERTIFIED PREOWNED Nissan. If it's also needed, I can show the pictures. THIS car should have NEVER been sold. That's all I'm asking for. I can be very mean & file a suit to get a car paying whatever I owe now.Desired Settlement: I want this car to receive all the services & repairs at NO CHARGE to me. And I will like it be checked to make sure there are no other services or repairs needed as a result of this car being stripped & rebuilt. If that's not good enough, I could go as far as asking for a replacement to take the place of my car with no additional costs to me. No higher payments & at the price of my loan.

Business

Response:

[redacted] purchased her vehicle from Harte Nissan in June 2013. At time of delivery the vehicle had 40,131 miles on it and the dealership completed and printed a [redacted] vehicle history report stating “No Accident/damange reported to [redacted]”. Harte Nissan prepared the vehicle according to Nissan CPO standards and performed all necessary services prior to delivery. At that time, all the fluids in the vehicle were clear. There is no set timeframe to change fluids in a vehicle; recommendations for flushes are based on fluid color and condition. After careful review of [redacted]’s service history, I could not find any documentation indicating a complaint with her window; there is no history of any diagnostic being run on her window at all. We do charge a diagnostic fee, however, this fee is waived if the issue with her window were found to be covered under her warrantee or if she performed the work with us. We are still ready, willing and able to diagnose and repair her window concerns for her. In January 2015, with 52,000 miles on her vehicle, Harte Nissan recommended a brake flush, a power steering flush, replace drive belts and front suspension control arm (which was covered under warrantee). These services were recommended 12,000 miles after she purchased the vehicle and were made to assist [redacted] with the proper maintenance of her vehicle. With regards to her vehicle being stripped and rebuilt, we have no history or knowledge to back this claim. I urge [redacted] to contact me with a copy of the paperwork she found in the vehicle so that I can investigate this matter fully.

Review: Mailer was sent out from Harte Nissan in Hartford claiming to make it easy to terminate a lease w/1.NO early Termination Fees2.NO Excess Mileage Fees3.NO Early Disposition FeesWhen I showed up w/ over 75,000 miles on the vehicle, the Manager ([redacted]) stated they couldn't honor what was written on the mailer. Started going on and on about the miles etc. but I could pay an extra $100/month over what I'm paying now and they would gladly take the car off my hands.I responded that no where in this mailer including the fine print, that it tells the consumer to stay home if you have over 75,000 miles on the car.Disgusting case of False advertising. Shouldn't be surprised w/ a car dealership!Walked out and nobody said a word.Desired Settlement: I would like them to HONOR what they printed! No excess mileage charges!

Business

Response:

Mr. [redacted] agreed to terms on a vehicle at Harte Nissan yesterday afternoon and provided a deposit. He will be taking delivery of this vehicle tomorrow.

Review: I was charged fees for work not done/fraudulent diagnosis charges and there is no invoice or record of my payment to Nissan. They are not able to justify charges and are refusing to process a refund. I was originally told that I was not charged for service that day. I have forwarded to Nissan my bank statement which shows the transaction processed by Nissan. I have not been able to get a resolution to dateDesired Settlement: Refund

Business

Response:

Ms. [redacted] brought her 2000 Nissan Maxima into Harte Nissan in January 2016. At that time our diagnostics indicated that her vehicle had a faulty starter. She declined the repair and was charged for the diag work performed. In a gesture of good will and because we value Ms. [redacted]'s business, we will however, refund her that charge ($140.74).

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: On December 20, 2014 I brought my 2005 [redacted] to Harte Nissan Service Department in Hartford, CT. I explained that my dash warning lights for ABS, SLIP and VDC were flashing intermittently. I provided a written diagnosis from another independent repair shop in Groton, CT that suggested the problem causing the dash lights to signal was not the associated sensor, rather that the sensor was the symptom and not the cause of the problem. I also provided a diagnosis from another [redacted] dealer in Groton, CT stating that their service department read the diagnostic tool codes and recommended replacing the sensor. I declined that service, stating that I was not confident that [redacted] had gotten to the root cause of the problem. I explained this all to Harte Nissan Service and asked that they look at the vehicle and advise me of recommended service for the ABS, SLIP and VDC trouble lights only. After Harte Nissan service looked at the vehicle they recommended the sensor be replaced. I responded that I was not confident that would fix the problem, and asked for their guarantee that I would not be liable for the cost of that repair if it did not work. Their Service representative assured me that the Shop Foreman was handling the vehicle and that they were sure it would fix the problem. The service representative assured me the repair was 100% guaranteed for 90 days. I pre-paid for the parts and repair and picked the vehicle up on 1/2/15. The first time the vehicle was driven after the repair the ABS, SLIP and VDC warning lights came back on. I immediately contacted Harte Nissan Service and requested a refund of my payment ($714.53) for repairs that did not fix my problem. They requested I return the vehicle to them to look at again. I made the hour long trip again and provided them with my vehicle on 1/9/15. Nissan Service looked at the vehicle again on Saturday 1/10/15. I received a message from Harte Nissan Service later that day that they were unable to understand what the problem was, and needed to wait until Monday morning to contact the [redacted] Tech Line for assistance. On 1/12 /15 I contacted Harte Nissan Service and they informed me that they would need to replace a wiring harness connected to the new sensor they installed, and that would cost an additional $1283.58. I reminded them that they had guaranteed the initial repair would work, and 100% satisfaction was a guarantee. I asked for a refund of my initial outlay of $714.53. They are not willing to refund the cost of replacing the sensor. They did subsequently offer to discount the cost of installing the harness for $820.95. I accepted this estimate for the repair, and asked to confirm I could pick it up the afternoon of 1/13/15. They said the [redacted] would not be ready, as they were unable to obtain the harness part. I am still not confident that they have understood the problem, and they promised the first initial repair would fix the problem, which it did not. I fear they will continue to guess at this at my expense.Desired Settlement: I think it is fair that I should not pay for a repair that Harte Nissan Service guaranteed 100% if it did not work. The fact that they did not completely or accurately diagnose the problem should not cause me financial loss. They guaranteed their work, and they have not stood by their guarantee.

Business

Response:

Mr. [redacted] brought his 2005[redacted] to Harte Nissan reporting an issue with flashing warning lights on his dashboard.

We fully explained to Mr. [redacted] that the recommended repairs on his vehicle from our initial diagnostic were a "starting point" and could not be 100% guaranteed as a "fix". He authorized these repairs with full knowledge that other potential issues could possibly become evident as we began to delve into his vehicle concerns.

Unfortunately with vehicles that are almost 10 years old and with over 170,000 miles, issues do tend to manifest. Harte Nissan understands that it is not in our customer's best interest, financially, to quote on parts until they are verified and certain parts cannot be tested until other components are operational.

We value Mr. [redacted]'s business and provided him with a significant discount on these repairs out of goodwill.

His harness was fixed this morning and his vehicle has been road tested and is ready for pickup.

Please feel free to contact me should you require additional information.