Team Nissan

I have reviewed the complaint with D [redacted] in service and his supervisor M [redacted] , the service director I have decided to refund the $diagnostic fee to MsK [redacted] immediately and apologize for the lack of effort in assisting her with the window problem The fact that the vehicle only has 45,miles and this happened is of no importance because with any vehicle at any time they can have a mechanical problem We have warranties provided from the manufacturers to handle such instances Our service department did advise her that a new window motor was needed which I was told she declined, however they should have tried to at least raise the window back up for her before she left She has exceeded the time frame and miles for the factory warranty to cover this item so it is a customer pay situation We are happy to give her a discounted price if she decides to have the work done here I am personally handling the check process so I will sign it and make sure it goes out in todays mail I am sorry for the bad experience and assure you it is not the norm as we pride ourselves with how many referrals and repeat business we get.Sincerely,E [redacted] ***Executive ManagerTeam Nissan

We had received the complaint from MsS*** from Nissan prior to this message. We already set up an appointment to look at her Murano to troubleshoot the problem. The tech determined that the problem with the navigation system was a faulty antennae and we have already ordered a
new one. The customer was provided with a rental car and as soon as the part arrives it will be installed for her, of course at no charge since the vehicle is under factory warranty still. Once the part has been installed and we test the system and have the customers approval, we will consider this case closed.Sincerely,
E*** ***
Executive Manager

I have reviewed the complaint with D[redacted] in service and his supervisor M[redacted], the service director.  I have decided to refund the $120 diagnostic fee to Ms. K[redacted] immediately and apologize for the lack of effort in assisting her with the window problem.  The fact that...

the vehicle only has 45,000 miles and this happened is of no importance because with any vehicle at any time they can have a mechanical problem.  We have warranties provided from the manufacturers to handle such instances.  Our service department did advise her that a new window motor was needed which I was told she declined, however they should have tried to at least raise the window back up for her before she left.  She has exceeded the time frame and miles for the factory warranty to cover this item so it is a customer pay situation.  We are happy to give her a discounted price if she decides to have the work done here.  I am personally handling the check process so I will sign it and make sure it goes out in todays mail.  I am sorry for the bad experience and assure you it is not the norm as we pride ourselves with how many referrals and repeat business we get.Sincerely,E[redacted]Executive ManagerTeam Nissan

Review: Only copy of master key was stolen recently & was quoted by a member of team nissan that a working chip key re-program was 65 dollars and since I had purchased an uncut key already(not from nissan) that the cut would be free.Had to have car towed to location which was fine and after attendant sold me another chip key($31)so that I could have both keys cut and programmed at 65 dollars I waited almost an hour for them to come back and tell me the key I brought in was not working but the one purchased from them was working so I asked to have another key made and that I would purchase another key from them. After waiting another hour the person working on my car let me know that now both keys were not working(he stated that after programming keys he would turn the car on and all the information erased and he made several attempts)and both this mechanic and another one blamed my car by stating that"the car was shaking and rattling so it must be the car"The assistant manager in the service area offered to let them run diagnostics for 150.00 for the first hour and that even by the first hour they may not know what was wrong. Had to have car towed back to muffler shop and the extra copy key from nissan was compted. I decided to call Gudino locksmith who had to drive to location because I had no money left to tow car again. Gudino can confirm that both keys that nissan had made had NO car chips with is essential to even program my car(let alone turn it on)He had to make me a new copy($80)and showed me and a witness on a device that showed no chip in nissan keys and a chip number on the key sold to me. Brought issue to nissan and manager in parts area confirmed both keys had no chips just by looking at them. Attention to situation brought to service assistance manager(main manager was too busy to see us)and the no chip keys were confiscated by company and was only offered a refund of key purchased from them. I felt that time and money was wasted because of "mistake" and I paid the cost. This is not right.Desired Settlement: Refund of locksmith house call charge($70)Amount needed to make a copy of key with current locksmith($(80)Refund of first key purchased($(31)Refund of one way tow that was not necessary for me to spend($75) flat rate within oxnard as confirmed by company.

Business

Response:

I have talked to the manager of our parts department with regards to the complaint. Our counter man did cut the wrong key and although they sometimes work it looks as though the service people didn't realize it wasn't a chip key until too late. We will reimburse Ms. Ojeda for the key $31, the tow she shouldn't have had to do from our dealership $75 and the $70 for the house call. Since she lost the original key I'm not sure why we should have to pay for that too because we are paying for any mistakes we made. I understand there was some additional time involved but we are not in the habit of reimbursing for time unless they are billed hours in our service department then it is our flat rate hours we reimburse for if a customer has paid for that. We will need receipts from Ms. Ojeda to actually cut the check for her.

Executive Manager

Team Nissan

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9680919, and find that this resolution is satisfactory to me. Though I am taking a loss because I should have been reimbursed for both tows considering they were wasted because of an avoidable mistake, I am willing to understand their point on only refunding me costly mistakes that they are able to be accountable for.

Regards,

Review: Don't get repairs done at the dealership! I have a 2011 Nissan Versa which is only 4 years old with a frozen driver's side window. I took it to Nissan and they charged me $120 for a "diagnosis," meaning an estimate. They said I needed a $521 dollar motor for the window. I declined to make this purchase because I wanted a second opinion. They charged me $120 anyway for doing NOTHING. I asked if they would at least get the window into an "up" position as it is unsafe to drive in this condition but Service Advisor D[redacted] said, "I pushed the button and nothing happened. Sorry." My boyfriend was with me for all of these conversations and he is outraged about the lack of care for my safety.I immediately took my car to SEAWARD AUTO CARE and they got the window up within 10 minutes and sprayed some oil on the motor and everything is fine so far. I am shocked that TEAM NISSAN didn't even bother to TRY to raise my window after I paid them $120 for NOTHING. This simple task was accomplished by the talented mechanics at SEAWARD AUTO CARE. They did not charge me! They were more interested in helping a customer in need then trying to gouge them for an expensive part like TEAM NISSAN OF OXNARD did. It's like a slap in the face. I just had a tune up on my car within the last month and I told TEAM NISSAN that I don't need anything done to my car. They INSISTED IT WAS MANDATORY to check my car AGAIN. They then included this unnecessary work on my $120 invoice too! Wow, what a lot of gall!! Instead of spending time doing that, they should instead have raised my window! What we found telling is that when we asked Service Advisor D[redacted] if it is common for a 4 year old car to have an electric problem, he replied, "Yes, I fix this problem all the time." REALLY? I've never had a car or known anybody who had a car with a problem like this, especially not with a 4 year old car with only 45,000 miles on it with a perfect service record. I guess Nissan has another manufacturing defect!Desired Settlement: I would like a refund of the $120 dollars. That money should go to the people who actually fixed the window for me. I would like a response from Nissan as to why my 4 year old car is having this problem. I paid $19,000 for it 4 years ago. Everybody knows this is uncommon to happen to such a young car. Also, I want to know why the mechanics at Nissan weren't able to get my window up when SEAWARD AUTO CARERAISED IT RIGHT AWAY. Does Nissan care about my safety or are the mechanics unskilled?

Business

Response:

I have reviewed the complaint with D[redacted] in service and his supervisor M[redacted], the service director. I have decided to refund the $120 diagnostic fee to Ms. K[redacted] immediately and apologize for the lack of effort in assisting her with the window problem. The fact that the vehicle only has 45,000 miles and this happened is of no importance because with any vehicle at any time they can have a mechanical problem. We have warranties provided from the manufacturers to handle such instances. Our service department did advise her that a new window motor was needed which I was told she declined, however they should have tried to at least raise the window back up for her before she left. She has exceeded the time frame and miles for the factory warranty to cover this item so it is a customer pay situation. We are happy to give her a discounted price if she decides to have the work done here. I am personally handling the check process so I will sign it and make sure it goes out in todays mail. I am sorry for the bad experience and assure you it is not the norm as we pride ourselves with how many referrals and repeat business we get.Sincerely,E[redacted]Executive ManagerTeam Nissan

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10698609, and find that this resolution is satisfactory to me.

Regards,

[redacted]