Torre Nissan

Initial Business Response /* (1000, 10, 2015/08/15) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@torrenissan.com
On June 29th of 2015, upon arrival to the shop [redacted]'s car was found in front of business requesting inspection/diagnosis for...

performance related concern (won't shift into gear. After agreeing to inspect vehicle (phone authorization) vehicle was brought into shop and DTC's P0710 fluid temp (overheat condition) was found, as well as P0725 excessive engine to vehicle speed was found and CVT fluid was burnt.
Based on customer concern (vehicle will not shift into gear) in addition to operating conditions, customer was advised to replace transmission assembly, install transmission oil cooler and perform reprogram of TCM in order to correct problem.
The aforementioned recommendations remain intact and is considered the appropriate course of action for a vehicle with no service history, as well as mileage and fluid condition, in conjunction with codes found during inspection process.
Customer stated at time of follow up phone call that she had vehicle serviced back home and was advised that all she needed was a transmission drain/fill service, and that whenever vehicle overheats and loses power she would just have to pull over and wait @ 1 hour for transmission to cool and then she could proceed on her way.
This is not considered an acceptable course of action, nor does it meet Nissan's standards regarding service protocol according to best practices, based on previous repairs for similar/like conditions.
In addition to concern for which customer had vehicle towed in (transmission), DTC was found for catalytic converter; and front struts were found leaking and were recommended for replacement. The aforementioned components were recommended based on evidence found during visual inspection, and routine service recommendations were made as well based on mileage. (120,000 mile service. Any services previously performed elsewhere are not in our database and can not be vouchsafed for.
Customer made an informed decision to service her vehicle at a friends home (independent repair facility) and based on the strength of that recommendation had decided to tow vehicle home due to cost of repairing vehicle at our dealership.
At time of follow up phone conversation we offered to reimburse customer for monies spent on diagnosis/inspection of vehicle. At which time customer stated that our offer was not acceptable and would be pursuing another course of action.
Unfortunately as much as we strive to please every customer, there will be occasions when customers are not willing to perform repairs according to our standards (best practices) and will depend on lesser quality repairs which although not advised are solely the decision of the customer based on their desired manner of maintaining their vehicle taking into consideration cost of ownership, age of vehicle, and value of said vehicle.
Thank you your co-operation in this matter, look forward to hearing from you soon.
[redacted] Service Director
[redacted] Service Manager
[redacted] Service Advisor
[redacted] Relations Manager