ComplaintsforNissan Canada Inc

• Initial Complaint

  19/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 Nissan Rogue,16 Feb 2022 ** * ******** ******** *** I required some safety assistance and driving assistance options. I was upsold to a Platinum and with in weeks of driving noticed the Driving assistance/Cruise Blind side etc did not work and reported to Service,was told initially it was working fine.After months of these driver aids constantly shutting off I was told by service that the aids do not work properly in the prairies and Nissan is working on a software update. To date no software avail(now told late spring this year) In the meantime many recalls to the vehicle have been completed by service to include airbags, sensors, etc. To which now the vehicle rattles and squeaks. I was told it was fixed the best they can. Unhappy I spoke to the GM who offered to put me into a 2023(same sensor issues but no recalls to date) I require the driving aids and have been waiting over two years. I asked about a 2024(sensor issue resolved) but this would be all new costs again(freight,pdp,dealer charges approx $3K)and an interest rate of 6.24% (my current rate on a 2021 which never worked as specifies is 3.2%. I contacted Nissan Customer Serv and they said all dealings are up to the dealer.(not a Dealer issue) I said the initial problem is Nissan Canada and I have a vehicle that has never worked as promised and still awaiting the fix. The Dealership said their hands are tied and must charge current rates. I now have a vehicle,same issues as week one but now sounds over 10 years old. * **** * **** ****** * ******* *** * *** *** ** ************* * **** **** ** ************ *** ***** *** ** ******* ******* *** ** ** ***** ** ******* ****** ** *** ****** ****** *********** ** **** **** ****** ********* **** **** ** **** **** ******* ** **** Nissan Contacted and received the Service history and I have requested a copy as well.****** ****** ***** ** ******* **** *** *** ***********

  Business response

  28/03/2024

  Thank you for taking the time to share the details of your concerns with your 2021 Rogue. We truly regret the circumstances that have led to your complaint to the BBB. 
  
  The functions you have listed are currently operating as designed for the 2021 Rogue. As outlined in your Owner's Manual, these functions may become disabled in situations where the ideal conditions no longer exist, such as roads with limited structures/buildings, etc. While we understand that these limitations do no meet your needs and expectations, it is through comments such as yours that we are able to continually improve upon our products. 
  
  As an auto manufacturer, we are not in a position to participate or be involved in sales negotiations which take place at independent Nissan dealers. We encourage you to keep working with the sales team at your preferred dealer to reach a trade agreement that is suitable for you. 
  
  Thank you for allowing us the opportunity to respond accordingly.

  Customer response

  08/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: ******** ****** ** ******* **** *** ****** ******* *** ******* ********* ** *** ****** ******* *** ********* ********** *** ***** ******** ***** *** **** ***** *** ******* *********** ** *** **** **** ********** ** *** ****** ***** **** ****  The vehicle was sold as functioning at the time of purchase, *** ***** ********* **** ** **** **** ** ************ *** ******* ***********  * ** *** ***** **** ***** ********* **** ** ******** ** *** *** ******* **** *** *** ****** **** ******* ** * ***** ***** *****  ******** ****** **** *** *** ****** *** *********** ******** ** *** ******* **** ******** *******  The 2024 Rogue has had this issue corrected, again would not have changed/fixed if not broken!  **** ** ************ *** ****** *** **** **** * ******* ******* ********** ** ******* **** *************  ***** * ***** **** **** ******** ********** **** ****** ** * ******** *** ***** *** *** ** **** ** *** **** ** ****** ************** ** ******* **** ****** **** **** ********* ** **** *** *********** ********  We own both a Qashquai and Rogue and drive both on the same road conditions.  The qashauai funtions the Rogue DDOES NOT.  This shows a great malfunction in the Rogues "safety assist features".  I am willing to purchase a 2024 with corrected issues, but should not have to pay full delivery, PDI, higher interest etc for a new one that works and without compensation for paying full price on a 2021 that never functioned properly from the start ********** ** ***** ***** ********* **** ** ***** ** ** ******* ***** *** ** ***** * ***** **** *** **** ******** *** **** *** ******
  
  Sincerely,
  
  ******* *****

  Business response

  26/04/2024

  Thank you for your follow-up comments. 
  
  Your case been reviewed by numerous teams at Nissan Canada, and as previously stated, your 2021 Rogue is operating as designed. We also cannot compare the functions for your 2021 Rogue to those of your family's 2023 Qashqai. 
  
  As in all industries, our products go through continuous quality assessments and improvements as newer models are developed and and sold to our consumers. It is entirely possible that a vehicle component, function, feature, can and will likely see better performance as technologies improve. 
  
  Thank you for allowing us the opportunity to respond accordingly. 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Nov. 28 2018 I purchased a 2018 Nissan Qashqai. At the same time I purchased a Platinum Secuity Plus Added Security Plan (ASP) for $3075 + tax and a Security Plus Guaranteed Price Refund Agreement (GPRA) for an additional $295 + tax. My understanding at the time was the GPRA was to refund up to a max of $2000 minus an admin. fee of $50 if no claims were filed for the duration of the ASP. In July 2023 the vehicle was sold. Under the terms of th GPRA a refund cannot be applied for until the ASP expires. After the Nov. 28 expirey date I applied for a refund. The application was denied because I did not own the vehicle. After some calls and emails to the dealership, the administrator of the plan, and Nissan Customer Care I was told that under the exclusions section of the GPRA it states I must be the registered owner at the time of filing a claim. My understanding of this clause is that it is in reference to filing a claim for services under the ASP. No claims were ever filed. The wording in the GPRA states that you have to file a claim for a refund as opposed to applying for a refund, however it seems to me if filing a claim voids the ASP then filing a claim for a refund would void the contract as well. Under the terms of the ASP if the vehicle had been stolen or totally destroyed in July I would have been eligible for a pro-rated refund. Bottom line here is I paid out $3538.50 in good faith with the assumption that if no claims were filed I would receive a refund. Nissan paid out zero and under the terms of the agreement with zero claims filed I feel I am entitled to a refund of $1950.

  Business response

  04/03/2024

  Thank you for taking the time to share the details of your concerns. We truly regret the circumstances that have led to your BBB complaint. 
  
  In section 5 (Exclusions) of the Guaranteed Price Refund Agreement it states that the Guaranteed Price Refund Benefit will not be provided to the customer if "You are not the current owner/lessee of the Covered Vehicle at the time You file a claim.". 
  
  In section 6 (Claim Procedures) of your the agreement, it identifies the process of obtaining the "Guaranteed Price Refund Benefit" as a "claim". 
  
  ** **** ******** * **** ** **** ******** *** ********** 
  
  As you have stated, you were not the owner of the vehicle at the expiration period, and as such, you would not be eligible for the Guaranteed Price Refund. 
  
  We hope this will help clear up any questions or concerns you may have. 
  
  Thank you for allowing us the opportunity to respond accordingly. 

  Customer response

  05/03/2024

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

  When I purchased the Guaranteed Price Refund Agreement (GPRA) it was represented as a way to get a partial refund if no claims were filed and no money was paid out for the duration of the Added Security Plan (ASP). The ASP expired on Nov. 28 2023 with no claims filed and no money paid out by Nissan.

  You quote sections 5 and 6 of the GPRA although you didn't attach that agreement. Section 4 states I am entitled to a refund provided that  I have not submitted any claims which have been paid or received any other benefits or services under the ASP agreement including but not limited to roadside assistance benefits. Again no claims were filed for the duration of the plan.

  As for sections 5 and 6. Section 5 does state I have to be the owner to file a claim but no claims were filed. Section 6 lists the documentation required for a refund. It does not specifically sate that proof of ownership is required.  It does state you need to provide any other documentation reasonably requested by the administrator which could be pretty much anything the administrator can ask for that will void the refund.

  Using the your interpretation of the contracts even if I had the the car at the termination of the ASP and then sold it and requested the refund within 90 days but after the sale of the car I still would 't qualify for the refund. Also calling the request for a refund a "claim" seems wrong. Section 4 lists some of the claims that woud disqualify the refund and claiming compensation for any of these benefits ect. without ownership makes sense but my "claim" for a refund comes after the ASP had expired and no claims filed so ownership is not in play.

  All my interactions with the administrator and Nissan customer care have indicated a total lack of understanding of the contracts with customer care advising me to contact GAP insurance which I had not heard of. I asked who this was and received no reply. Administration said the ASP automatically followed the vehicle when sold. This is false. It can if certain paperwork is submitted and signed. It wasn't. So it appears to me that Nissan wants to make it as difficult as possible to receive the agreed upon refund.

  To me the intention of this agreement was to simply partially cover the cost of the ASP if no claims were made or any money paid out for the duration of the ASP.    

  
  Sincerely,
  
  ***** ****

  Business response

  21/03/2024

  Thank you for your follow-up comments. 
  
  We have verified the communication history on the BBB complaint, *** *** ********** *** **** *********** ***** ****** ********** *** ** **** ******** **** *** ******** ********* ** **** ****** ** **** ***** *** **** ********** 
  
  We agree that there were no repair or roadside claims on your Added Security Plan (ASP), ******. However, there are two separate agreements, and the term "claim" on your "Guaranteed Price Refund Agreement", refers to the process of obtaining your reimbursement if eligible. We appreciate your feedback regarding the terminology used in these agreements and will share your comments with the appropriate team for review. 
  
  While we regret your continued dissatisfaction with our response, we must reiterate that even if there were no claims were your ASP, since you were not the owner at the time of filing your "Guaranteed Price Refund Agreement" reimbursement request, you are unfortunately not entitled to this benefit. 
  
  Thank you again for the opportunity to respond accordingly.

  Customer response

  29/03/2024

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

  I still feel the Guaranteed Price Refund Agreement was represented as a vehicle to recoupe some of the cost of the Added Security Plan if no money was paid out by Nissan for services or benefits as listed in the plan. As I understand it the ownership of the vehicle is required to receive payment for any of the services or benefits claimed under the ASP. ** ************ *** ******* *** *** ****** ** * ******* ****** ** **** ****** ** ***** ****** **** Why would I file a claim under the ASP after it has expired? As I stated before, if I had kept the car until the plan expired and sold the car  and then applied for th refund, I still wouldn't qualify.

  To me this agreement is simply about how much money was paid out by Nissan for the term of the agrement. If Nissan paid out zero as in this case then a full refund would be provided. If Nissan paid out anything at all then the agreement is void and no refund is offered. Ownership of the vehicle is not an issue. **** **** **** ** ** ***** ****** ** ***** *******

  *** **** ***** ** ************* ** ** ****** *** **** **** ********* ** ********** *** ********** ***** ******  ********* ** ** ***** ******* * **** ********* **** **** *** ******** * *** **** **** **** ******* *** *** ******* ************ ** ** ******* **** ***** **** *** ** *** *** ****** **********

  * **** ***** * *** ****** ** *** ********** *** ********* ** ***** ******** *** ******** ***** ** **** ****** * ** ******* ** ** ********

  
  
  Sincerely
  
  ***** ****

  Business response

  05/04/2024

  Thank you for your follow-up comments. 
  
  You are correct in your description of the Guaranteed Price Refund Agreement (GPRA), however, as outlined in the agreement, if you are not the owner of the vehicle at the time of the plan expiration, you are not entitled to the reimbursement. 
  
  In section 5 (Exclusions) of the GPRA it states that the Guaranteed Price Refund Benefit will not be provided to the customer if "You are not the current owner/lessee of the Covered Vehicle at the time You file a claim.". 

  Per section 6 (Claims) of the GPRA, the Guaranteed Price Refund Benefit is referred to as a claim. 

  ** ****** ** **** ********** ********* *** *** ********** ** **** *** ******** *** **** ********* *** ********* *** *** ********** 
  However, Nissan Canada's stance remains the same. Per the terms of the GPRA, you are not entitled to a refund. 
  
  Thank you for allowing us the opportunity to respond. 

  Customer response

  18/04/2024

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

  To date none of the replies have definitively explained what the ownership of the car has to do with the refund. My interpretation of the car ownership issue in sec 4 and 5 is it is in reference to filing a claim under the ASP agreement, as in the paragraphs immediately prior to the ownership issue they are discussing terms of  the ASP so when it states you must be the registered owner to file a claim one would assume it is in reference to a claim filed under the ASP.

  Sec 6 does  does call it a "claim" for refund but it also calls it a "request for a Guaranteed Price Refund  Benifit".

  The last reply from Nissan states you must be the registered owner at the end of the ASP agreement. Again, where does it state this and why is it not clearly stated if it is a requirement? If this is the case, as I've asked before, if I owned the car after the end of the agreement then sold it and applied for the refund after the sale would I qualify?

  When I purchased this car I was reluctant to purchase the ASP because it was expensive and I knew to not purchase any extended service but I was assured that if I just spent another $300 for the GPRA and if no claims were filed I would receive a refund. It was even suggested that if there was a small issue I pay out of pocket rather than use the ASP so I would get the refund. I read the terms on the front page where it states clearly and was initialed by me "I am not entitled to a Guaranteed Price Refund Benifit if I file any claims or receive type of service under the ASP agreement". This would have been a good spot to say "you must be the owner of the car for the entire term of the ASP". It was simply represented as an agreement whereby a refund would be issued if no money was paid out by Nissan. **** ** **** **** ** * *** ******** *** ******* ****** ***** ***** **** **** **** **** ****** **** * *** ** **** ***** ******* ** *** ******** **** ****** ** ***** ** * ******** ** ****** ***** *** ******* Like previously stated I would have received a refund fi the car had been stolen.

  So what this has come down to is what was represented to me at purchase, what my interpretation of the contract states, and what Nissan's interpretation of the contract is. ******** *** ** * **** **** *** **** ****** ******* ****** ************ ******** ** ** * ********* * **** ******* *** ** ****** ** ******** ******* *** ** ******* **** *** ***** ********** ******** ** *** ** **** ***** * **** *** ******* ***** ***** ** **** *** I have decided to not take this route any further. 

   

  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  16/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2018 Nissan Titan midnight edition brand new, & last month the truck had a delay going into reverse 2 to 3 seconds then it got worse up to 20 seconds big problem . Bought the truck new April 2018 and this problem started September 2023, contacted *********** Nissan & spoke to ****** the service manager, he said I was 5months over the 5 years & I was 60000 below the 160000 warranty. He said that he would present my case but they probably would not cover it. He also said they would not fix but replace the transmission for a cost between 10 & 12 thousand dollars, I would not want to pay that much & my mechanic took it to a transmission shop to repair it, still waiting for it to be fixed. **** ************ **** *********** ****** * ***** ******** * **** ************** * ****** ********* ** * ******* ******* **** ** **** **** ***** *** **** ******** **** * *****

  Business response

  24/10/2023

  Thank you for taking the time to share your details regarding your 2018 Titan. We truly regret the circumstances that have led to your complaint with the BBB. 
  
  In reviewing your concerns, we discovered that your vehicle has not yet been diagnosed at a Nissan dealer and has only been diagnosed by a third party facility. 
  
  Nissan Canada relies on its authorized Nissan dealers to provide technical support to our valued customers. Without a diagnosis from an authorized Nissan dealer, we cannot comment on the recommended repairs and/or applicable costs. However, as your vehicle is out of warranty, it is likely that any associated costs will be considered customer pay. 
  
  Thank you for allowing us the opportunity to respond accordingly. 

  Customer response

  30/10/2023

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

  My wife and I have bought 5 Nissan’s over the many years, 2 Altimas and 2 Pathfinders. We thought we would upgrade to a 2018 Nissan Titan to do road trips in. 
  
  It started with the 2018 Titan leaking water into the cab and a puddle of water on the floor mat. Nissan patched the roof with what I believe was epoxy. Three different times the truck was brought  in for this same issue. 
  
  Then the 2018 Titan started to have a ticking sound coming from the motor. I took it into *********** Nissan and they said “it was a thing”, what do you mean a thing I said. They would need to replace my motor now…..unbelievable. 
  
  Then 5 months past the 5 year warranty, the 2018 Titan would no longer go into reverse. I was told by the *********** service manager that the transmission would be replaced of a cost between $10,000-$12,000. I think the service manager scared me away from taking it to Nissan so I took it to a Transmission Shop. The Transmission Shop repaired it for $3750. and gave me the old parts that were replaced.  
  
  I would have taken it to *********** Nissan but he Service manager told me they will only replace the transmission, not fix it. This is why I took it to a Transmission shop. 
  
  Is this he way to treat loyal customers of Nissan?
  Sincerely,
  
  ***** ******

  Business response

  27/11/2023

  Thank you for your follow-up comments.
  
  As stated in our previous response, without a diagnosis from an authorized Nissan dealer, we cannot comment on the recommended repairs and/or applicable costs. Though generally, Nissan recommends a full replacement for a transmission repair. However, as your vehicle was not diagnosed at an authorized Nissan dealer, we cannot confirm this would have been the recommended repair.
  
  While we regret your ongoing dissatisfaction with our response, we must reiterate that Nissan Canada will not be in a position to cover the costs of repairs completed at a non-Nissan facility.
  
  Thank you for allowing us the opportunity to respond accordingly.

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