BBB complaint # 11013962, filed Jun 23
BBB Additional Complaint ID: # 1811610
Nissan 1-2-1 file #4777006
* complaint was never satisfied or settled *
A Horror Story about our New Car Purchase
My wife and I decided to purchase a new vehicle and we
spent numerous months deciding between Dodge, Chevrolet,
Nissan, BMW. We currently own all 4 makes of vehicles
some of which we have owned over 17 years. We began test
driving the various type of vehicles we were interested
in. The only requirement was that it had to be 4 wheel
drive and get good fuel economy.
Local commercials on radio and TV claim if we bought
a Nissan anywhere else but RPM we probably paid too much. So we headed to RPM Nissan, we picked out an Xterra we liked, test drove it and paid the sticker price and purchased it that day.
Raheem our saleman told us about RPM and their service
and customer support team while we waited and after 5 hours we drove away with a defective vehicle. We arrived at home and called out our 3 children for a ride in our new truck and immediately the children informed us the Rear windows would not roll down. Then the front passenger window would not roll down.
We had a trip planned for the weekend and so we loaded up and left on our trip figuring we would return it after the trip to get it serviced. We drove around 175 miles before the Xterra began to lose power and it began to consume fuel excessivly. It died pulling into my garage, it died at the end of my driveway. I as an informed mechanical person knew this was a problem.
We returned from our trip and I began trying to contact the dealer to schedule service. 3 times I was connected to the dealership operator and hung-up on. 2 more attempts to contact a service manager only refferred me to his voice mail.
After spending 8 hours trying to get an appointment I finally arranged to bring the truck immedeately down to have it looked at. The service manager assured me that 8 hours was not a normal amount of time to contact service and blamed it on the phone system.
When I arrived the place was empty, I actually fell asleep in the showroom on the Bleachers" waiting to speak to anyone related to this dealership". I could have stolen a car and nobody would have seen me even open the glass doors on the showroom A team of white shirts came and I was sent home in a "Enterprise - Ford Explorer "rental" and the next day I was told my truck was ready.
I went to RPM Nissan to pick it up and found that it was not fixed, parts were on order for the windows and that no issues existed in the mechanicals of the truck and that it ran fine. I asked to speak to the mechanic.
They brought out a mechanic that informed me that "I had purchased an underpowered vehicle", that I should have
purchased the supercharged version because the regular version had trouble in the power department. This was disheartening, but still had no bearing on what happened to my truck during the initial breakin drive. It ran fine the first 175 miles then turned into a PIG. So I left disgusted, confused and feeling like I was getting a snow job.
The next day I spent another 5 hours attmepting to get through to a service manager and finally was told that the phone system was acting up still. "This was another lie because it was only broken when I became disgruntled". I talked to a service manager and informed him of my problem with their "No trouble found" statement on my repair order and that the truck still ran sluggish, the cruise control could not maintain a steady speed on the interstate and that it had stalled and died twice in my driveway showing that something was bad wrong. I was told to bring my Xterra back in and they would look at it again.
I arrived early and while I waited outside the service department I watched the RPM Nissan Courtesy Shuttle driver storming around, mad, cussing the customers behind their back and it made me feel like I was at a place I did not belong. Standing around outside unnoticed I was able to see how they really feel about their customers in the service department. I now wished I had not purchased from RPM Nissan and this explained why I was unable to get my vehicle service correctly also. I was summoned into the Office, 3 bigshots from the white shirt department came in and began to tell me that they were concerned about my attitude. Yes I have an attitude, I have been screwed, you are the screwers, and I will have an attitude until my new truck drives again like it did the day I drove it off the lot and quit trying to tell me I bought the wrong vehicle, or I meant to get a Pathfinder or nothing is wrong with it.
I knew what I bought and I knew that what I bought had a problem.
Dave Butler told me that he feels that I made a bad decision and that I really wanted the Nissan Pathfinder at an additional cost of $10,000 and If I was still unhappy that they would charge me $10,000 to make me happy, how does this turn around into I purchased the wrong truck or supposed to make me happy?
Now I am really mad, not only are they not going to fix my truck, they want to charge me an additional $10,000 to make me happy. "Now I have the Nissan Experience" and I am sick over it.
Update * 1/27 *
Nissan's One-2-One department setup a factory service rep to inspect my vehicle. Our appointment was setup for 1/24.
On 1/24 I arrived at RPM Nissan and was informed the factory service rep was Unable to be located (AWOL). Nobody could locate or reach the rep and the service manager rushed me off to Enterprise for another rental. Later that day I was called by Mark Padrig and he informed me that as soon as the rep arrived they would look at my vehicle. On 1/27 the factory rep called and we spoke about the symptoms I was complaining about.
The rep called me back 2 hours later and informed me that he could not reproduce my problems. I asked if the rest of my service requests had been completed. #1 Warranty replacement of the roof rack gasket and a state inspection since the truck was 2 months overdue because
I would not drive it until the factory rep had reviewed it. He told me that no mention or orders were created for any other work and that no other repairs were scheduled.
They drove my truck 200 miles on a 2 month out of date inspection and did not inspect it, did not repair the roof and still claimed no problems existed in the performance and fuel consumption portions of the vehicle.
I went to pick up my truck and Mark Padrig saw me coming, ran and hid and when I confronted him about still not having at least performed other requested repairs that were evident he became outraged that I considered his reason a lie. He said I never mentioned any other repairs. This was a bold face blatent lie. I was prepared to accept my vehicle lemon issues unrepaired but expected the other items i requested to have been performed.
I was thrown off their lot, told to never return and this now seems to be their way of dealing with these Xterra issues.
James
Efland, North Carolina
U.S.A.
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