The customer purchased and serviced the vehicle by a private party (non-Nissan dealer)Upon arrival to the dealership, the Service Manager and a Master Technician discovered aftermarket and loose parts, and hardware out of specifications to Nissan USAThe Service Manager and Master Technician
discussed with customer, in order to verify and correct the customers concerns with the transmission, the dealership would need to get the vehicle back into Nissan USA specifications to file under warrantyWe hooked up the vehicle to the diagnostics machine to verify vehicles operationsAt time of inspection vehicle was running to factory specifications, no fault codes were found (see attached copy "No DTC")We did adjust the axels, and tighten all the loose parts; lastly did maintenance for transmission fluid exchange to ensure the vehicle would run properlyUpon leaving the dealership, the customer was notified that there was an aftermarket axels causing a vibration, and this aftermarket part would not be covered under warrantyCustomer paid for the services completed (see attached)We did attempt to follow up the next day, left a voicemail to customer confirming that the customer is completely satisfiedWe did not hear back from the customer, until she called a month later and spoke to the Service Manager looking for a refund on the transmission fluid exchangeWe offered the customer to come back to evaluate and fix the issue, the customer declined due to having repairs done at a different Nissan dealershipThe customer did not notify us she was unhappy after leaving the dealership, and did not allow us to make the situation rightWe did offer to make it right to the customer by offering a professional recondition of the vehicle and offered her addition complimentary service maintenance for as long as she owned the vehicle, which would be more of a value long term to customerShe declinedTo address the customers desired settlement: the dealership would not have been able to replace with transmission without doing the proper procedures listed aboveIf the customer contacted us immediately after mentioned the concerns we would have been able to process warranty of transmission failure and would have been able to refund the moneyHowever, with the service record of the vehicle unknown, the dealership has to follow proper protocol from Nissan USA before replacing transmissionWe believe that the second Nissan dealership she went to was able to evaluate the transmission as failed from our repairs completed a month priorIf we were notified there were still issues we would have been able to fix themAs of Monday May 18, the customer cancelled her credit card payment to PremierThe customer is not giving us the opportunity or option to make it rightI would encourage the customer to come in and discuss to review paperwork and technician notes from the visitThank you, Team Premier
Submitted: 05/20/
The customer purchased and serviced the vehicle by a private party (non-Nissan dealer)Upon arrival to the dealership, the Service Manager and a Master Technician discovered aftermarket and loose parts, and hardware out of specifications to Nissan USAThe Service Manager and Master Technician
discussed with customer, in order to verify and correct the customers concerns with the transmission, the dealership would need to get the vehicle back into Nissan USA specifications to file under warrantyWe hooked up the vehicle to the diagnostics machine to verify vehicles operationsAt time of inspection vehicle was running to factory specifications, no fault codes were found (see attached copy "No DTC")We did adjust the axels, and tighten all the loose parts; lastly did maintenance for transmission fluid exchange to ensure the vehicle would run properlyUpon leaving the dealership, the customer was notified that there was an aftermarket axels causing a vibration, and this aftermarket part would not be covered under warrantyCustomer paid for the services completed (see attached)We did attempt to follow up the next day, left a voicemail to customer confirming that the customer is completely satisfiedWe did not hear back from the customer, until she called a month later and spoke to the Service Manager looking for a refund on the transmission fluid exchangeWe offered the customer to come back to evaluate and fix the issue, the customer declined due to having repairs done at a different Nissan dealershipThe customer did not notify us she was unhappy after leaving the dealership, and did not allow us to make the situation rightWe did offer to make it right to the customer by offering a professional recondition of the vehicle and offered her addition complimentary service maintenance for as long as she owned the vehicle, which would be more of a value long term to customerShe declinedTo address the customers desired settlement: the dealership would not have been able to replace with transmission without doing the proper procedures listed aboveIf the customer contacted us immediately after mentioned the concerns we would have been able to process warranty of transmission failure and would have been able to refund the moneyHowever, with the service record of the vehicle unknown, the dealership has to follow proper protocol from Nissan USA before replacing transmissionWe believe that the second Nissan dealership she went to was able to evaluate the transmission as failed from our repairs completed a month priorIf we were notified there were still issues we would have been able to fix themAs of Monday May 18, the customer cancelled her credit card payment to PremierThe customer is not giving us the opportunity or option to make it rightI would encourage the customer to come in and discuss to review paperwork and technician notes from the visitThank you, Team Premier
Submitted: 05/20/