ComplaintsforNissan of Wichita Falls

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The owner of Nissan of Wichita Falls, *****************************, provided me a lifetime powertrain warranty on a 2015 F350 I purchased from his dealership in July 2020. This was unsolicited by myself and offered free of charge when a major mechanical issue was discovered a couple of days after the purchase of the vehicle. I have all of the text messages, pictures and emails. I thought this was a stand up thing to do. However, when I went to use that warranty on 23 February 2023 I found out from the warranty company that no warranty existed. I contacted ********************** to get his help. After he looked into it he stated that his employee at the time, *************************, did not send the warranty in. He stated that *********** longer worked for him and that he had put him in a bad spot. After ********************** asked me for the estimate of the repair from the **** dealership he stated, "Wow they are really sticking it to you. No way its that high. They are thousands of dollars overpriced." I never heard back from him again. I tried contacting him six separate times over the next two weeks but he never responded. I originally kept the vehicle with the high mileage because I thought I had a lifetime powertrain warranty. I also lost out on the chance to sell the vehicle during the height of the market and prior to the mechanical issue, because I thought I had a warranty. I now have a $5500 repair on a high mileage vehicle and no way to pay for it. He obviously meant to provide me one, but his employee did not follow through and now he will not follow through to make this right.

  

  Business response

  04/24/2023

  When ************** purchased the vehicle, he signed both the AS-IS stating just that, he purchased the used vehicle as is.  He also signed a We Owe showing nothing else was due to him after the sale.  Almost a month after the sale, he contacted us stating the vehicle needed some repairs.  To show good faith, we sent him a check for $2856.26 to cover all expenses incurred. 

  
  I offered to try to remit a Lifetime Powertrain Warranty for the inconvenience. ************** never returned the contract to us signed but is now requesting coverage for another repair 3 years later. In looking into this again, I have since determined he purchased the vehicle at ******* miles which is well over the maximum milage allowed for a LPW contract 125,000.  Therefore, the warranty will not be accepted due to the discrepancy in mileage.  This was not determined at the time it was offered because it was never received back to remit which is when that would have been determined.

  
  I feel we have shown our good faith in sending the almost $3000 check to ************** after the purchase of the vehicle.  Had he returned the contract back when it was initially sent to him, we would have determined the mileage issue then and not 3 years later.  Unfortunately, we can not control the warranty company and what mileage they will and will not cover.

  
  

  Customer response

  05/10/2023

  The notification that the business responded was in my junk mail and this is the first I have seen of this response and closure.  I am not sure how this was closed with ouut a rebuttal from me.  The business mis-represented the facts.  I have an email from ******************* who worked for ********************** stating that no signatures were needed on the warranty and that if they were he would contact me back.  He never did.  When I engaged with ********************** this February and he asked me how much the work was, I responded back and stated that it sounds like I don't have a warranty.  He replied that *** never submitted it and that he put him in a bad place.  He recalled that message.  When I sent him a follow up message stating that something was wrong with and provided him the estimate as ********************** requested, he stated, "Wow they are really sticking it to you.  No way it's that high.   They are thousands of dollars overpriced."  That is the last time he responded to me.  When I tried to engage to find out what the issue was or if there was some solution, he ghosted me.  He never told me that the vehicle mileage was too high.  Not then and not now.  Why would someone acting in good faith ignore me when he never told me what the problem was?  His creative response is the first time that I was informed of this mileage issue and the lack of signatures on the warranty.  It is remarkable that three years later he knows the mileage was too high but did not back then.  Or maybe he was altering the mileage to provide the warranty, his employee never sent it in and when I came back to find out why the warranty company didn't have my policy number on file he came up with this story.  Regardless, he stopped communicating with me after he discovered that his employee, *******************, did not submit the warranty paperwork.  If he would have, he would have known then that the policy needed signatures from both parties.

  I have attached the email threads and previously attached the warranty document that ********************** sent me via text and was signed by somebody at Nissan of Wichita Falls.  It is interesting that he states it wasn't signed by anyone.  Thank you for your consideration in this matter.

  Regards

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

  Customer response

  05/23/2023

  I have attached the requested emails for clarification.

  Thank you,

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

  

  Business response

  06/14/2023

  Good faith was shown to the customer by fixing his repairs that cost almost $3000 after the purchase of his vehicle as we have already shown and given copies of.  We tried to ask the warranty company for an exception in this case, but it was not granted.  We hope you understand we paid for the repairs that occurred right after purchase as we understood you should not have such large repairs at the beginning of ownership.  However, we can not again pay for repairs that are more than 3 years after the purchase date, many miles, and unknown care of the vehicle when an AS-IS document and We Owe were signed showing nothing else was due.  Thank you.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to talk to Nissan about purchasing a new car. The car I liked was not at the dealership, I put a $1000 deposit down to hold the car when it did arrive so I would have the option to buy it. As I was leaving the dealership that evening I was informed that the towing capacity of the vehicle was very low and that would not work for us. I called the dealer the next morning and canceled the order. I never received the car nor did I sign anything that stated that my deposit was non-refundable. I now have no new car and am out $1000 that they refuse to refund me. We have made several calls to the Sales Manager but he is always busy... We used to take our 2 cars here for oil changes but I will never do business with Nissan of Wichita Falls again in any capacity.

  

  Business response

  11/10/2022

  Consumer Response /* (2000, 5, 2022/10/05) */ Hi, Nissan contacted my husband today and returned our $1,000 deposit. Please close this complaint and I appreciate your help with this as I believe reporting them to you made this happen. Thank you, ****** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩