ComplaintsforNorthland Nissan

• Initial Complaint

  04/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a truck off Northland Nissan they deleted the def system for the previous owner before I bought the truck. I asked them if this would void the warranty and I was told no and then they sold me an extended warranty. The truck has since broke down and the warranty is now void because of the modifications they made. Nissan knew that the modifications they made would void the warranty and still sold the truck under the pretence the warranty would be honoured and sold an extended warranty knowing I couldnt use it.

  Business response

  09/08/2023

  It was disclosed to ***** that some dealers my deny warranty because of the modifications to the Titan. It should be noted that he brought the Titan to another Dealership and there was warranty work provided with no issue.  At the time of purchase he was provided with the factory stock exhaust system and he choose to purchase the vehicle with the modifications knowing that some Dealers could potently deny warranty work on a modifed truck. Northland Nissan had a Diesel Titan in inventory to purchase as an option but  ***** insisted he wanted to purchase the  Diesel Titan with modifications and the potential issue with the modified Titan. He was offered to purchase extended warranty policy to cover the truck for an extended time and the warranty is still usable.

• Initial Complaint

  30/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction : Mar 25/2023 Amount paid $490.95 Northland Nissan provided me with little to no customer service. I prepared for this visit as I reside in Fort St James which is a two hour drive, as well as am twenty-five weeks pregnant and  I needed to make the journey with 3 young children alone. I called a week in advance and they assured me due to my travel time and circumstance they would make sure the appointment took less than an hour. This appointment was only for an oil change, of which I was needing to prepare for an eleven hour journey the following week to Burnaby for a specialist appointment.  While they were changing my oil they supposedly found a crack in my transmission cooler. The nature of my complaint is to try and access some of my money back, as Northland Nissan stated they "temp" fixed my transmission cooler - they did try to make me buy a brand new one which would have come to $1698.00 . I then had to cancel my specialist appointment which I have been waiting months for that was supposed to be in Burnaby on Monday Mar 27, 2023 at 1pm, as Nissan informed me that if I drove my vehicle I would blow my transmission and that would cost me over "$10,000". I then brought my vehicle in to ***** ****** in Fort St James for a second opinion. They stated my transmission cooler was caked and covered in mud, due to our rural roads and spring melt (an indicator that Northland Nissan did not attempt to clean the undercarriage or do a proper inspection). Don and Greg, the head mechanics at ***** ****** both stated that they cleaned the transmission cooler and they found no visible leaks or cracks, they did however have to change 2 o-rings. I also got charged for 3 hours of shop time at Nissan when my car was only on the hoist for about an hour and a half. When I asked Nissan how long the big fix would be they told me 3 hours and I would be out by 4:30 pm. I settled for the temporary fix to get home - ******* ** ******** **** ****** *** *****.

  Business response

  21/04/2023

  ***** ****** was in for service on March 25th with her 2019 ****** *********** ***** had booked her ********** in for an oil change before she was to go on a trip to the lower mainland and wanted to ensure that the ********** was in good condition for her trip. During the oil change the servicing technician noticed that there was a large transmission fluid leak from the *** oil cooler. ***** was taken into the shop and shown the leak in person so she could understand the issue why the repair was required. ***** was given two options for repair. The correct repair to replace the Transmission oil cooler with a new one or a temporary repair and correction of the fluid level to get by until the complete proper repair could be done. We advised ***** that is was not recommended to drive the 1500km trip with the temporary repair as we could not guaranty the repair unless the *** cooler was completely replaced and that if the transmission cooler continued to leak during the trip the loss of ***/transmission fluid would cause damage to the transmission.  The leak from the *** cooler was from a hole in the steel line coming out of the *** cooler that attaches to the rubber/steel lines that run to the transmission. As a temporary repair we detached the lines and adjusted the length to slide the rubber line further up the steel line to cover the hole in the steel line from the *** cooler and installed a tighter clamp to prevent fluid from leaking past the rubber hose and then adjusted the fluid level by 2 liters and cleaned the surrounding area of the fluid that had leaked from the cooler. We presented a quote (****** ) to replace the cooler assembly with new for a total of $ 1681.41 after tax. ***** discussed the repair with her husband over the phone and initially we were given authorization to complete the replacement of the *** cooler assembly. During the time that it took to arrange to have *****'s ********** back into the shop to have the *** cooler replaced ***** asked us to not replace the cooler and only proceed with the temporary repair as she had made plans to cancel her trip and she and her husband would plan to replace the cooler assembly in the future. 

  In the days following the service and repair ***** made the decision to take her vehicle to another non ****** repair shop (***** ****** in Ft. St. James ) to get their opinion  of the issue. After the visit to ***** ****** ***** reached out to us and told us that ***** ****** had told her that they had replaced rubber "O" rings on the cooler assembly and that the repair we had done was not the correct repair. 

  Once hearing about the concerns I reached out to ***** ****** and spoke to Greg. Greg advised me that he was not able to find a leak from the cooler assembly and only replaced the "o rings because he had seen ***** vehicles with a similar oil cooler design leak from that area. I discussed the repair that I completed and the spot where we had identified the leak from to ensure that he did not disturb / compromise the repair that we did. Greg informed me that they did not inspect the metal lines coming out of the cooler and thus did not see the leak, he did however advise me that the rubber lines and clamps were installed back into the position that we placed them in confirming the integrity of the temporary repair. Before I was done talking to Greg from ***** ****** had told me he would discuss this with ***** and let her know the basis of our discussion. 

   

  ***** is claiming that the repair to the *** cooler came to a total of $490.63 but the total billing was for an oil change as well. The repair to the *** cooler was for a total of $298.74 plus taxes. 

  We feel that we have done nothing wrong in this repair. The fact that ***** made the decision to seek a second opinion that ended up costing her further was her choice.     

  I would also like to note that ***** has noted that she was given very little to no customer service while in our store. ***** waited in our customer service waiting area while the work was being complete. At multiple points ***** was offered to have a ride to take herself and her children to the mall or somewhere of her choosing rather then waiting in the customer lounge. ***** was offered coffee bottled water of which she accepted 3 for her self and her children. When the issue with the *** cooler was Identified we even offered a second time to take her and family somewhere to have lunch and to make the shuttle back and forth we would use her ********** so as the child safety seats did not need to be move from vehicle to vehicle. ***** was also offered a wash of her vehicle which she declined as she wanted to take her kids to a drive thru car wash, we did however vacuum the front floor mats of the vehicle.  

  Customer response

  24/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I never stated the whole *** was 490, I advised I was willing to pay the 90+ for the oil change but not the rest for my vehicle not even sitting in the shop for longer than hour for the oil change. Yes I was offered water and coffee and a shuttle - but unfortunately that doesn't help a mother with 3 children and pregnant with the 4th. There were many things I had to do that day with my children, but then had to wait 3-4 hours for a temporary fix. I am glad I went and got a second opinion because ideally I saved over 600 +. I am bringing this to nissans attention because they do not have the compassionate care, to look at all options for a *** cooler. Greg from dons repair stated my *** cooler wasn't even taken out and inspected as it was caked in mud. So I am very weary if the "technician" seen the pin hole leak out of the steel tubing. 

  I believe I am owed a partial refund for the headache and commotion nissan has caused me. 

  
  Sincerely,
  
  ***** ******

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