Kelly Nissan
Makes Customer Wait Too Long for Repairs!

In January I leased a 2011 Sentra from Nissan Motor Acceptance Corporation through Kelly Nissan of Lynnfield, Massachusetts. On April 1, I hit a large piece of granite that was laying in the middle of a busy intersection, apparently it fell out of a truck onto the road. The car in front of me swerved quickly to avoid it, but I was unable to do so. Later that day, I discovered that I had lost all the transmission fluid and the car would not move. That same afternoon I had it towed to Kelly Nissan. Eleven days later, I was told that the transmission had a hairline crack in the casing and a new transmission was ordered on April 11 and would arrive on April 20. During the following days, I was told many times that the transmission was on a truck and would arrive here at any moment.

Now, on April 28, after several calls to Kelly Nissan's Service Manager and to their parts department, and to Nissan's Regional Manager, I was told that the transmission is not on a truck, but it has been ordered and will not arrive here until May 15th. This means that my car wil be at Kelly Nissan for more than 6 weeks. (If things go as they say it will). Everyone, plus the Nissan Regional Manager tells me today that they are "sorry" but it is my problem. Six weeks just to get the part and then to get it repaired is not just my problem, but it is also Nissan's and Kelly Nissan's problem. On the 28th, Nissan tells me that this delay is caused by the manufacturing problems in Japan. I cannot believe that Nissan has to order every replacement transmission from Japan. But, if that is the case, why didn't they just tell me up front? The Nissan Regional Manager says that I hit the stone, therefore this is my problem, and she is "sorry" for the delay, and I will just have to wait. I assume the Nissan does not have a supply chain here in the U.S. And must order each transmission from Japan. This is very poor performance by Nissan and Kelly Nissan. So why tell me for weeks that the transmission was on a truck, due to arrive at any moment, which obviously was not even near the truth?

Company: Kelly Nissan
Country: USA

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