Imperio Nissan of Irvine

Customer brought a 2012 Nissan Maxima to the dealership for an oil change on August 18, 2015.  At the time it had 25.052 miles on it.  The vehicle was purchased by the customer from a dealer in Texas on July 31, 2012.  This was the customer’s first visit to our business.  The customer had purchased a vehicle maintenance contract when the vehicle was purchased.   This maintenance contract provided for oil changes at an authorized dealership, which we are.  However, the contract was only for a three year period and expired on August 1, 2015.  Customer expected us to perform the oil change at no charge.  Unfortunately we do not own the maintenance contract and do not have the ability to extend the coverage.  Consequently, we would have received no reimbursement from Nissan or the maintenance contract holder to perform the oil change.  Feeling bad for the customer, we offered the customer a coupon price of $24.95 for the oil change—our lowest price offered to any customer.  Customer agreed to have us perform the service. During the Multi-Point inspection it was determined that the air filter and cabin filters needed replacement.  In addition, we discovered that the vehicle’s lower control arms were torn and leaking.  Further, we found that the rear engine mount needed to be replaced.   We informed the customer that the vehicle was out of its basic warranty period of 3 years so it would not be covered by Nissan.   Fortunately the customer purchased a Nissan Security Plus Gold Service contract that covered the components which was still active.  However, the customer was responsible to pay a deductible in the amount of $100 for the needed repairs. Customer authorized replacement of the control arms and motor mounts but declined replacement of the cabin and air filters.  Customer understood the deductible requirement.  As part of the repair process. Our technicians had to test drive the vehicle, hence the additional 3 miles on the odometer.  As an added benefit, we provided the customer with a loaner vehicle, free of charge, to drive while the vehicle was being repaired.  We promptly completed the repairs and the vehicle was ready for pick up the next day.  Customer is under the misperception that Imperio, Nissan and the dealership in Texas are all one big company.  This is why he doesn’t understand why Imperio didn’t give him a free oil change and waive the deductible.  The fact that he purchased 5 Nissans from other Nissan dealerships in the past provided Imperio with no financial benefit.Given the foregoing, we do not believe we did anything wrong in this transaction.  Please do not hesitate to contact me with any questions or concerns. Sincerely, [redacted]. [redacted],Outside General Counsel [redacted] [redacted]
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Review: I was sold a car at a higher price than it was advertisedDesired Settlement: I would like to get my money back

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

This is to inform you that Imperio Nissan, Irvine, CA has reimbursed me the difference in the price initially charged for my car, based on this fact I withdraw my complain against them.

Review: 2015 Nissan Altima was purchased brand new on 11/7/15. On 2/13/16, I went into the garage (where I always park the vehicle) and noticed a crack over 12 inches long starting from the black "frit" or edge of the windshield on the passengers side and about 6 inches up from the bottom of the windshield. The crack extends toward the center of the windshield. On Friday 2/12/16, there was absolutely no crack or chip or anything on the windshield so I was beyond shocked that a crack THAT big occurred overnight and in my garage. I took the car for my first service a few days ago and made it clear that there was no incident that triggered the crack as the vehicle was parked in my garage. I was told I would have to resolve this through my insurance company. I then insisted they take a look at it. Upon picking up my vehicle after the service, I was told that they could not replace the windshield as the warranty does not cover it because there is a chip in the windshield. I find this preposterous and have seen numerous complaints about similar issues. I feel that this should definitely be something that is covered by the manufacturer's warranty. I would also like to see a recall be issued for these windshields as there have been SO many complaints and so little has been done to help out the consumer. I have never been so upset with a NEW car purchase!Desired Settlement: I would like for Imperio Nissan of Irvine to replace my windshield at no cost! Again, this appears to be some sort of defect with the Nissan Altima's windshields. I find it insanely bizzare that my windshield got a massive crack overnight in my garage. I am truly devastated.

Business

Response:

While we sympathize with the customer's issue, the customer must understand that Imperio Nissan is a an independent dealer for Nissan Motors. We did not manufacture the vehicle nor do we provide the warranty. The complaint should be levied against Nissan North America.

Review: I purchased a 2012 Nissan Rogue in June 2015 from this dealership at the time of purchase I explained that I was taking the vehicle out of state to have as a car at my second home. In August of 2015 I received a call from [redacted] that I needed to have the car smoked for the registration. [redacted]' voice mail was always full and calls to the dealership not returned. In November 2015 I called [redacted] at the dealership numerous times leaving messages which were not returned. On one occasion when I asked to speak to general manager I was connected to [redacted]. She assured me the person who handles the DMV issues would call me that day. I did not receive a call to date. A week later I left a message for the general manager who has yet to return. My call. I have had this car now for six months with no registration or license plates and can not get anyone to assist me. When I called today I was told they were having their Christmas party and to call back after two o'clock. It is not acceptable that Imperio Nissan did not make arrangements to smog the car when they knew it was not going to remain in the state at the time of purchase. That they fail to return calls or make any attempt to resolve this matter is in my opinion fraud. I paid cash for this car and should be in possession of the title and the registration 6 mo this later.Desired Settlement: I want the title and registration to my vehicle immediately. I want Nissan to reprimand and retrain their staff who have not responded to my repeated calls.