ComplaintsforGeorgesville Nissan, LLC

• Initial Complaint

  04/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took our 2021 Nissan Rouge in for service on Friday April 1st of 2022 for an oil change and to have a seat belt part installed that was back order for over 2 months. Had the vehicle in and had the oil changed and then it took over 2 hours for the seat belt part to get installed. Started smelling oil when driving the vehicle on April 3rd. Looked under the hood and discovered that when the oil change was completed they forgot to put the oil cap back in and that caused oil to spray all over the inside of the engine compartment. Now the vehicle is very low on oil and not sure if it caused any damage to the motor. We are heading out on vacation on Wednesday and need something to drive there. Not vary happy with Drew the service manager at this point.

  

  Business response

  04/05/2022

  ****** ******** **** **** *** ******* **  ***** 
  5N1AT3BB8MC679205 21 Nissan Rogue 
  On the above vehicle, Mr. ******** brought his Rogue in on 4-1-22 with 34148 miles to have the oil and filter changed. On 4-4-21 with 34305 miles, Mr. ******** returned with his Rogue, stating that we had failed to reinstall the oil fill cap after performing the oil change. He also stated that as a result there was oil on his driveway. We apologized that this happened and offered to have his driveway cleaned and he asked that we just provide him with a couple of bags of oil dry after we were done servicing it, which we did placing 3 bags into the cargo area of his Rogue. We immediately took his vehicle in to remedy any outstanding issues. We checked and adjusted the oil level to the correct level, which was within a ½ of quart shy of being full. Mr. ******** had stated that he had added oil as well. We then connected our Nissan Consult computer up to his Rogue to verify if there were any codes present or past. This allowed us to verify that the oil pressure and oil and coolant temperatures did not exceed normal operating measurements. We cleaned residual oil from under the hood and vehicle. No other action was required. We then returned the Rogue to Mr. ********.

  Customer response

  06/08/2022

  For the most part the complaint is resolved with the exception of them not doing the complete clean under the engine bay area and fender wheel area. They have not made any attempt to contact me to do the lug nut and hood liner but I mentioned it to them when I took the vehicle back in for another oil change on Saturday and it was completed then. At this point I am not happy with the final result as I am still not completely satisfied with them not really offering a guarantee that the lose of oil done any internal damage. 

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2022 Nissan Frontier Oct 16 under the impression that it included Nissan Connect. The salesperson told us multiple times that the vehicle came with it and even stated we would be able to register the vehicle by evening since it would take type for it to get into the system. We also told him that we needed to remote start the care via app which is why we wanted Nissan Connect. Sent a text to salesperson *** **** informing that we we still could not register the vehicle on the evening of Oct 16. To this day we still have not heard from him. On Monday, Oct 18 we called the dealership to speak with GM and left voicemail. He called back saying he would do research and call me back in which we never received a call back.

  

  Business response

  10/23/2021

  I spoke with *** to get a little perspective on what happened during the F***tier purchase. Mr. **** pulled up to our dealership specifically looking for the truck he purchased. He found the F***tier online. Mr. **** did not buy the vehicle at that moment because he wanted to also look at a new Tacoma. After looking at the Tacoma, he came back to purchase the F***tier he saw on our website. At no time was Nissan Connected Services brought up during the test drive or negotiation process. While *** was during final delivery of the vehicle where he goes over features and vehicle operation they had a brief conversation about Nissan Connect. He told them the vehicle comes with Nissan Connect but not Connected Services, so they will have to use the remote start on their key fob since there is no option to start the vehicle from their phone since connected services is not available on that trim level. *** finished going over the features and Mr. **** left with no further discussion of Nissan Connected Services. Mrs. **** then calls back a few days later wanting to return the vehicle or exchange it for one with Nissan Connected Services. Return was not an option due to the deal already being funded through the bank. Exchange was not an option because the deal has already been funded and we would have to look at the F***tier they just purchased as a trade-in. The only way to get Nissan Connected Services on a F***tier is to get a PRO-4X model with every available package which would be considerably more expensive than the truck Mr. **** found on our website and purchased. Had he come in requesting those features up f***t we would have been able to steer him in the right direction at that time. 

  Customer response

  10/25/2021

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** ***********  ********** ********
  I am rejecting this response because: *** was not honest and that truly been the case why did not have a callback? “Mr. ****” sent *** a message the day inquiring about the Nissan Connect and we were unable to connect. We talked about Nissan Connect a few times. *** did state that we had to pay to use it in which we stated that was fine as our preference is to use the app. *** clearly misspoke when he said we had access to it. The simple response was to apologize for the error and provide options. However, what is unacceptable and fueled the fire was to be ignored by *** and from the GM. That is not how you resolve an issue and reflects poor leadership and customer service experience. Clearly was *** was wrong as we do not access to Nissan Connect and when he said it would that evening and sold us a load of crap. You do not have to worry about us coming to dealership ever again and please believe that Georgesville Nissan will be the highlight of bad customer service when I train customer service courses and go anyone I come in contact with. This dealership and it’s employees need to learn accountability.
  
  ******** ******* ****

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was driving on Freeway around 70 mph my Rogue shut down, took it to dealership, said they would run diagnostic, after 6 hours told me to come get a rental car. Eventually called me back into dealership asked me a few questions about my Rogue: If it had been in an accident etc. My answer was no to all. The cost was stated to be $4000; this is when management took over from the employee I was dealing with. Finally heard what was wrong with my Rogue and was told that they would not cover it under warranty. Then I was accused of tampering or had someone tamper with my Rogue. Even though that dealership is the only place and or people that have ever touch/worked on my Rogue. This is nothing but innuendos and unconscionable practices and deception. The cost ended up over $5000 because they took my Rogue out for test drive and now my air-conditioner was damage. There was nothing wrong with it before I took my car in and after a month of them having my it now the air-conditioner was broke.

  Customer response

  08/12/2021

  This is a description for the pictures that are attached, to have an understanding and see what the Georgesville Nissan is accusing me of for Tampering with my Rogue.

  Picture 1: To get to the loose bolts that I was accused of tampering with, the black Nissan cover has to be taken off. I have never taken that black cover off and the only people that would have been under that hood or had a reason to be there is the employees of the Georgesville Nissan. Also, their 40-year experienced maintenance employee said that to loosen those bolts, you would have to have a high-powered drill. I do not own a high-powered drill and do not have access to such a drill.

  Picture 2: The plastic piece going around the fender of the car, in order to get to the harness which, I was also accused of tampering with, I would have to take everything around the fender out of there and possible the wheel for all I know to even get near the harness. I have zero knowledge on how to even take off plastic pieces let alone to try and mess with anything like a harness.

  Picture 3: This shows what the harness looks like, the harness is what *** ******* (management at dealership) stated would cost $4,000 to repair/ replace. I want to point out that the middle piece of the harness is supposed to have a lid. I called the dealership back up and asked where it was since they said that the lid did not match the harness and was told that they were different colors (more tampering I did to the vehicle by accusation). The dealership told me that they had put the lid on the new harness. Now if the lid/ harness was tampered with and the two of them didn’t match up why would they put the old lid on the new harness.

  On a side not, another part that I am accused of tampering with that I cannot get a picture of because I can’t get to it, is a bolt that is under the vehicle. Apparently, it was rounded off, but again their most experience maintenance worker said that it would have been done by a high-powered drilled. I will advocate again; I do not have a high-powered drill and I do not have access to one. 

   

  On Sunday June 27^th, I was driving to my son’s baseball game around 12:00pm which was being held at ****** ******* **** ******. While I was driving on the freeway going around 70 miles per hour my vehicle shut off. I had to take quick action to get over to the median and hope I could get there without being hit or being stuck in the middle of the freeway. It was very dangerous and potentially life threatening. When I got over to the median of the freeway, I saw two lights pop up on the dash so I went into my owner’s manual to find out what the lights meant. The manual said to check the gas cap and not to go more than 45 miles per hour and also to get the vehicle to a dealership as soon as possible. I eventually made it to ****** ******* **** ****** and after the game my son and friend ****** looked at the vehicle while it was running and they saw the lights on the dash. We all heard no noises coming from the engine, like rattling which will come up later in this report. My son and friend followed me all the way home having to drive back roads since I had to go 45 miles per hour.

              Monday June 28^th, I made an appointment for Wednesday June 30^th to take my car into the Georgesville dealership. While on the phone I explained to the person I was talking to what happened the day before on the 27^th. On June 30^th, I made it to my 11am appointment at the Georgesville dealership. I explained to **** about what happened on the freeway while driving my vehicle. He then said that they would run some diagnostics on the vehicle. I told him that I planned to wait since at the time I did not have a ride back, **** then suggested not to wait because his people were out to lunch. So eventually when my son was able to come get me, I got a ride back to my house, but now I wish I would have just waited. Eventually **** called me around 5pm and told me to come pick up a rental car. When my son and I arrived around 5:20pm, **** stated that the rental car was for my safety. While being there **** never told us about what the diagnostics reported or came back with and he never talked about anything being tampered with. He did talk about needing to bring a tech employee. In my opinion I believe around this time is when management started to plan on how to cover-up their mistakes/ their tampering with my vehicle.  

  On Wednesday, July 7, 2021 I talked to the employee named **** from the Georgesville Nissan dealership, starting off he asked me if I had ever run over anything or been in an accident and I replied no I have never been in an accident or ran over anything. Then he started talking about some loose bolts and a black box being “tampered” with. He asked me to come to the dealership and asked if the windshield had been replaced, and again I replied no. While being at the dealership we went and talked to an employee who is said to have 40 years of experience and he showed us the loose bolts and the “tampered” with black box under the vehicle. The employee also stated that he believes water got into the black box, along with saying that the issues could have originated from where the vehicle came from; a Nissan dealership in Cincinnati Ohio and possibly even before that. After all this I advocated that the only shop or people that have done any work on my vehicle is the Georgesville Nissan dealership. Then **** and I started talking about the history of my vehicle and the services done on it. Again, I stated the only people who worked on my vehicle is the Georgesville Nissan employees. **** then said that he believed me and Nissan is not out to stick me since I’m a good customer.

              I also want to point out that every maintenance check done at the dealership I have had to wait for around an hour and a half to 2 hours at the dealership. It is very possible that an employee could have mistakenly mixed up my vehicle with another vehicle that needed work done on it or accidentally messed with the wrong area of my vehicle.

              Going into the rental car, **** kept telling me to keep the rental until he got other people to look at my vehicle and contact the Cincinnati dealership and his management. When I talked to *** ******* (Georgesville Nissan Management), he also stated that he would wave the cost of the rental car until corporate got ahold of them about the replacement parts.

              At this point I still had not been told precisely why my vehicle shut down on the freeway when I was going 70 miles an hour. The first time I talked to ****, I advocated to him that I am lucky to be here talking to him, and after talking to *** ******* it seems like the parts and the cost of replacing those parts are more of a priority than my safety and making sure that my vehicle is safe to use and not defective.

              On July 9^th Friday, I got a call from *** at 10:01am and during the call he eventually stated the dealership would not cover the cost of the parts which is $4,000 unless corporate gives the okay to have the parts fixed. Also, he stated that I had to either of messed with my own vehicle, had another party mess with my vehicle or hit something. In which I replied to him that I know very little about cars and I do not know or have anyone that would have messed with my car. The only people that have ever worked on my vehicle are the people from the Georgesville Nissan and I have never been in an accident. At the end of the call, he gave me the corporates phone number to have them create a case number which I did. It took 10 days for the dealership to even give me an estimate on how much it would cost to fix my car, still not giving me any details of what was actually wrong with my vehicle. So, I have been accused of tampering with my own vehicle or having someone tamper with my vehicle. My vehicle was at the dealership on June 30^th for at least 6 hours, who is to say that someone at the dealership didn’t tamper with my vehicle. I am getting all the blame when all I’ve done to the vehicle is take it to the Georgesville Nissan for any of its maintenance needs. Now the dealership has had my vehicle for almost 3 weeks, that Is a lot of time for someone to tamper with it. Also, it had been 3 weeks, why hadn’t I been told the exact reason why my car was still in the shop, and what would I have to gain from tampering with my own vehicle or having someone else tamper with it, risking my own safety while driving.

              On Monday July 12^th, I talked to ****** ******** from corporate and we talked about the vehicle and how it was still very much under warranty. Austin also told me that he had been trying to contact the Georgesville Nissan and wasn’t able to get ahold of them. Since he hadn’t been able to get ahold of them, he told me that he would give me a call back that Thursday July 15^th. When Thursday came, I didn’t get a call back from him and the next day July 16^th I called him and could not reach him.

              On July 19^th, I got a call from *** *******, he stated that corporate was not going to cover the cost of the parts under warranty due to outside tampering with the car. *** had previously told me that they had taken pictures of my car to give to corporate, so to me that means that *** and management of the dealership did everything in their power and succeeded in accusing me of tampering with my vehicle and sticking me with the cost of the replacement parts. With the unconscionable practice and deception that I have gotten from this dealership has driven me to believe that the Georgesville Nissan dealership tampered with my vehicle or has lied to cover up a mistake done by an employee so they would not have to replace and pay for the $4,000 of parts and services needed to be done to my vehicle. Also, that same day while talking to ***, he told me that I would have to return the rental car that day or I would be charged for it. He told me this at around 5pm, so if I didn’t

   

   

   

   have a ride back, I would’ve been stuck with paying for the rental. *** also told me my vehicle would be ready by either Friday July 23^rd or Monday July 26^th. When I dropped off the rental car **** told me and my son the harness had been ordered, and this would be the first time that I had some kind of idea of what was wrong with my vehicle, almost a month after I took it into the dealership.

              On Tuesday July 20^th, ****** ******** final got back to me to inform me that he regrets the inconvenience and was unable to accept the warranty claim due to the outside influence/ tampering even though I have told them many times that I have not done anything to my vehicle nor have I had anyone else work on my car. So, his statement is false. 

   

  

  Business response

  08/19/2021

   ***** ****** *** ***************** **** ***** ****** 
  On 6/30/21 at 23199 miles Mr. ****** brought his Rogue in with the concern of the Check Engine light and the Hybrid System light popped on while he was driving at 70 mph and that the vehicle engine had shut off. This was the first time Mr. ****** presented his vehicle to us with any type of drivability concerns. Our diagnosis found that the EGI Harness cover had been physically damaged and a 2inch square section of the cover had been broken away. During our inspection, we also found 3 engine mount bolts were loose. Nissan allows our dealership a certain level of self-authorization for warrantable coverage but does not allow us to deny coverage without their involvement. At Nissans direction, we took several digital images of the harness as well as the engine mount bolts. We emailed those images to Nissans Warranty Call Center for review and approval or denial. After Nissans review, they determined that this was not warrantable. This is not something we can overrule. As we had not ever done anything other than routine maintenance, we knew that this occurred outside of our care. At this time, we informed Mr. ****** of this and provided him with a repair estimate. After much debate Mr. ****** authorized the repairs and requested the return of all parts that were replaced of which we did. We performed the repairs and after starting the vehicle we found the A/C to not be cooling. We charged the A/C with freon found a leak within the A/C system at the A/C condenser. The A/C condenser had been impacted and had a pinhole in it. We informed Mr. ****** and he authorized replacement. After road-testing and confirming all problems to be resolved we placed all damaged parts in Mr. ******'s vehicle and he came and picked the vehicle up after verifying that all parts had been returned. We never stated that Mr. ****** tampered with the vehicle, we stated that the part harness cover had been physically damaged exposing wiring to the elements causing the problem. This is something that would have been possibly impacted from hitting something while driving as was the case with the A/C condenser. As to the motor mount bolts, a wrench or a socket and ratchet could loosen or remove these. They are not unique bolts to Nissan and are very accessible. They do not require anything specialized. As we did not cause these problems as the vehicle was brought to us with the concern and Nissan would not cover this under warranty as they were not defective our only choice was to present the repair estimate to Mr. ****** and let him to decide. As this appeared to be impacted from hitting something, I would assume that he would have presented this to his automobile insurance where he would have had only his deductible to pay. We did not charge him anything to tighten the three motor mount bolts.

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

  Customer response

  08/24/2021

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

  ***** ****** mystifies me when he writes that they never stated that I tampered with my vehicle, even though his own management employee *** ******* called on July 9'" and stated that either I tampered with my vehicle, or I had someone tamper with my vehicle. Since my son works from home, I made sure he listened to every conversation I had with them, so he could be a witness. Also, I want to bring to light that the comment ***** ****** put in his statement to the BBB was the first time I was ever told that by any person from the dealership. For them to tell me to go to my auto insurance company and make a false statement that I had hit something which caused this to happen would be fraud. I never hit anything and I'm not going to commit fraud to try to get this taken care of and risk the chance of disciplinary actions against me from the insurance company. Also, in ***** ****** statement to the BBB he talks about the A/C unit. Well, when I took my vehicle in the later part of June 2021 to the dealership, the car was put on a rack and the tech and myself was under it, there was nothing leaking. How can they explain that and the fact that I was charged for that repair as well?

  ***** ****** also stated that all parts were verified, this is simply not true. The day after I got my vehicle back and got the parts that came off my vehicle, which I am still in possession of, I had to call back in because a part was missing. The part is the lid to the harness, which is the part that **** and they're 40-year technician said was the number one problem/ cause of water getting into the harness. The lid was stated to be not closed and was a different color from the harness meaning that it was not the original piece that went with the harness. If this were true, why would they put the old lid on the new harness? Also, I was never shown a 2-inch hole on the harness itself, I was told the issue was the lid not being secured on the harness, yet it was reused on the repair. And the technician that is said to have 40 years of experience did state that it would take a high-powered drill to loosen the bolts. This was also when he was asking me a bunch of questions like if I had been driving the car in the rain on that Sunday, even though that past Sunday had been sunny all day. I asked **** if the technician was okay after these questions and **** said to me that he's a little off, he's a tech person. Also, to show that I was accused of tampering with my vehicle, this document from corporate states outside influence tampering. I believe there are a lot of under answered questions, that I believe need addressed.
  

  
  

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