Route 22 Nissan, Inc

Review: My teenage son purchased a 2005 Nissan Murano on 7/26/13 from Route 22 Nissan. We brought the car home on 7/30. That day, we noticed oil stains on the driveway and within 2 days the car was screaming louder and louder and we had difficulty steering. I took it to Nissan on 8/2 and was told it had a bad power steering hose that would cost $450 to fix and would have to bring the car back because they didn't have the part. After discontent from me, they agreed to fix it for $200. They said to keep refilling the power steering fluid until they could fix the car which we did. The car ran fine as long as the fluid level was high. Today, 8/9, I brought the car for repair which they did. I paid the bill which they lowered to $154 but after I left, I noticed the engine did not sound right and the car kept hesitating at every stop before it would accelerate. The higher the acceleration, the worse it sounded. I brought it back to Nissan. They claimed the car was fine and refused to repair the car. They told me to take it somewhere else if I thought it had a problem. I drove it home and at every light and intersection, the car continued to hesitate before acceleration (nearly getting me rear-ended several times) and what had been a quiet engine now sounds like a whining sports car. Meanwhile, I have put 5 times as many miles on the car taking it to and from this dealer than what my son has driven to and from work. I cannot even allow him to drive the car until I take it to a different Nissan dealer on Monday because the car is unsafe.Desired Settlement: I would like a refund of the cost to repair this car because I believe the problem with the Power Steering hose was present, but covered up, when we purchased the car. I also would like the dealer to cover the cost that I will incur to have a different service department diagnose and fix the problem created today by whatever was done during the repair of the hose.

Business

Response:

Customer purchase an EIGHT year old vehicle with 188,497 miles (one humdred eighty eight and four hundred ninety seven miles). Please note that the aforementioned vehicle was sold "As-Is" (customer was fully advised that there would be no warraties provided for this vehicle). Our Service Department attempted to repair the problem and advsed customer tha she has the freedom to take her car to any other repair facilities, as the expense of repairs would be borne by the customer.

By definition an "AS-IS" vehicle is not covered with any warranties.

Thank you,

Route 22 Nissan

Business

Response:

We understand customer's concerns and would be more than happy to work with customer in terms of costs in order to fix mechanical issues. Since this vehicle was purchased "As-Is" and no warranties were issued for it, we would not be able to absorb costs associated with repairs. Just a reminder: at the time of purchase, vehicle had approximately 180,000.00, which was reflected in the low price that it was sold for...

Route 22 Nissan would be willing to address any and all concerns that the customer has with this vehicle and work out the most optimal solution in terms of dollars and cents that would be required in order to effectuate repairs.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Please see attachment.

Regards,

Review: Purchased extended warranty for 84 months starting 2/18/10. Was informed when repairs where needed 12/17/14 that warranty expired on 11/28/13. Dealership stated extended warranty actually started when car was new more than 3 years prior to my purchasing vehicle. I stated warranty salesman at time of purchase did not inform me of this.Desired Settlement: Refund of $ 900.00 paid to fix car on 12/17/14 plus remainder of 84 month warranty.

Business

Response:

Came to an agreement with [redacted] and we are refunding him $949.15 for his service bill and we are giving him a 2 year warranty.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I had my rear rotors changed at a Nissan service shop.They put rotors on and in less than 3 days they looked very rusted. I took it to them and their manager said its normal so has nothing to do about it, but the original ones I had for 5years was not rusted,the two original once in the front is not rusted. I have been there twice to tell them I don't like my rotors that rusted but they won't change it for me. According to the manager there's nothing to be done.Desired Settlement: I would want them changed for rotors that won't rust that much and that quick, even if I have to pay extra money to get it painted or a better quality metal.

Business

Response:

In regards to Ms. [redacted] complaint we did replace her rotors and brakes however due to inclement weather especially in the North East they tend to rust. We would gladly touch up the rusted rotors but we can’t guarantee that it will not happen again. We will contact the customer and make her aware that we can do this for her.

The customer also has the option of contacting the factory as it is a factory related issue. If need be we have the part number for the rotors that were installed ([redacted]), we can and will relay this to the customer if needed.

Review: In February of 2013, I purchased a Mercedes Benz 300 VIN [redacted] and was told by the then Sales Manager by the name of [redacted] the Finance Manager I dealt with was [redacted] I was contacted by [redacted]; Sales Agent several times over the months to remind me of the referral program and to call him if I knew of anyone. There was no mention of going onto the main website for Route 22 Nissan or anything outside of just provide him with the name of the family member or friend who needs a car and I would receive one car payment on my Mercedes Benz. At the time I knew of no one, however in September; current month my nephew by the name of [redacted] began looking for a car and visited a couple of dealerships in [redacted] then I remembered the calls I received from [redacted], so I recommended my nephew to Route 22 Nissan. I called the dealership and spoke with [redacted] as the [redacted] that assisted me with the sale of my car was no longer with this dealership. Mr. [redacted] provided his contact information and also stated to me that I would receive the referral if my nephew purchased a car. I gave my nephew [redacted]'s contact information and approximately 2 days later he visited the dealership and purchased a 2009 Nissan Cube. My nephew stated that his finance manager which I am assuming was not [redacted]. My nephew stated there was a gentleman training a new person, however this agent completed a "Referral Form" retrieved my name from the computer as I am still listed in their system, but did not request my nephew to sign any type of documents. After nearly 1 week of the purchase I noticed I did not ereceive any phone calls or emails regarding the referral payment so I contact Nissan via their website (Contact US) and I received a call from a "[redacted] She is one of the Customer Service Managers. [redacted] mentioned to me that she would follow up and get back to me. The 2nd time I called I was told there was no "Referral document" on file!!Desired Settlement: The advertisement from Route 22 Nissan states on their website: [redacted]/you-refer-we-pay.htm a maximum allowance of $500.00 My monthly car payment is $525.18; therefore I am desiring the maximum amount of this referral of $500.00 paid either to me in check or directly toward my car payment ([redacted]) which again is listed in their computers. This is the bank that they had take over my loan for the car.

Business

Response:

When [redacted] came in to purchase his vehicle, he signed the referral form stating that he was not referred by anyone. He infomed his uncle that a Finance Manager filled the form out for him but the form was signed by him. I understand [redacted] spoke to [redacted] regarding his nephew coming in to purchase the vehicle but his nephew stated otherwise in the document. When [redacted] contacted the dealership, the paper work for his nephew's purchase was not completed yet so he would not have received a call regarding a referral check if his nephew indicated he was referred. Despite this information, we have decided to issue [redacted] a referral check out of courtesy.

A message was left on [redacted]s phone yesterday October 3, 2013 informing him that he should be expecting his referral check in 3 to 4 weeks. I also requested for him to call me back regarding any questions. [redacted] purchased his vehicle on September 21, 2013 and the deal was just finalized October 2, 2013. So [redacted] check will be available in 3 to 4 weeks.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I will accept the "Referral Check", however I would also like a copy of the (Referral Docjment) with my nephews signature declining that he had a referal.

Nissan is not telling the truth in this matter and their stating they are issuing a referal check for me out of courtesy is incorrect!!! I want an apology letter along

with this check as my nephew never was given this document to sign. He provided my name as his referral and the Finance manager in training completed the form!

Nissan has made this matter untrue and not standing by their advertisement. I provided the name of the Sales Manager to my Nephew as well; why didn't [redacted], the Sales Manager complete the form with the Finance Manager since I spoke with directly and this is who my nephew asked for when he visited the dealership. Clearly this is a referral so Nissan stating they are issuing me a check as a courtesy is NOT correct!!

Regards,

Business

Response:

Although we understand [redacted] frustration regarding the matter, Nissan has no reason to refuse a customer a referral check because it is one of the major specials we offer our customers. Yes [redacted] was aware of [redacted] being referred to our dealership but it is still the customer responsiblity to fill the forms presented to him in the finance office. A copy of the referral form [redacted] filled out will be faxed over.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Nissan is a huge company and several hundred customers enter and exit's the dealerships each day; one being myself which Nissan has unfortunately forgotten. I am a 2nd time purchaser of this dealership hence a loyal customer and yet this situation has and will defer me from ever recommending this company to anyone!!

I myself as an executive related to the customer service field for over 32 years have vast experience in working with customers and sometimes a company has loop holes and ends up wrong and I have to take ownership of the mistake that occurred and just offer an apology in hopes the customer returns, but one thing I never do as well train my staff that you should never make the customer feel as though they are lieing which in this case Nissan as well have made up several stories along the way in order to stand by their referral program and making me out to be a liar which I am not. My complaint is of no way a fabricated story! These are all known facts of occurrences with names and dates!! One being the 2nd time I spoke to [redacted] (CSM), she stated there was no "Reffaral Document" on file! After her several days of research she then call to tell me the referral document was signed by my nephew and his signature declined that he in fact had no referral. As stated I myself was a customer of Nissan and there are several papers to sign when purchashing a vehicle. First..why if [redacted] was provided the referral to my nephew directly from me, he didn't sign the refarral document? Why on earth then would you have my nephew who has been at the dealership for more than 6 hours to purchase this vehicle sign a document declining that he had a referral. This alone is contradictive of the fact that I even spoke to [redacted] Normally when you're signing any documents in Finance, you are provided a copy of everything you sign and yet my nephew was not given this document!! Had he received this and I saw it, this matter would have been totally closed and surely I would have scolded my nephew as well; not expected anything from Nissan. All of this research is ridiculous!! A file and documents should be very easy to find with Nissan especially in the Finance Dept. I can call up for scheduled service on my car with just my name and in seconds the service rep. retrieves my information and knows my car, last mileage and service expercted on the car. There are absolutely NO excuses in this matter and I am not doubting Nissan doesn't stand by their referral program. I am stating that in this situation they did not!!! I am not interested in going back and forth with this as it is clear a mistake was made by this dealership. I want my check and just a clear statement from them stating there was an error made on their part so we can put this to rest. I contacted the Revdex.com, but I will no doubt take this to a legal matter if need be for false advertisement in this particular situation!!

Regards,

Review: I towed my vehicle to Route 22 Hillside, NJ on May 17, 2014 to have specific labor done to it which had been previously diagnose to get the vehicle to start and correct the main issue the idle. The dealership installed the parts then caused another problem which the car did not have before being brought in. On May 22, 2014 [redacted] from service calls me to tell me the starter now needs to be replaced. I told him I would not be paying for something the car did not initially go in there for. After having contacted Nissan Consumer Affairs to address the issue, eventually they responded to consumer affairs, for me to go get a non driving vehicle out of their dealership, because they no longer were going to work on it. Consumer Affairs then advice me to bring to another Nissan dealership late notice for another diagnoses. After having had the car towed again from Hillside to the [redacted] dealership in Hillside, NJ on May 31, 2014 and having then waited several days from Consumer Affairs to address the issue as they stated they would attempt. After having waited for [redacted] call from Consumer Affair on 6/9/2014, he stated that there was nothing they could help me with, because the car had to many miles and out of warranty. The matter is the car is now at the 2nd Nissan dealership not drivable, due to an issue that happen while in the possession of at Route 22 Nissan, Hillside NJ. Then want me to pay over $800-$900, because I brought it to the Consumer Affairs attention they refuse to do any further work. Consumer Affairs having me pass the buck to [redacted] Hillside, NJ. Then after waiting for assistance, I am told once again it my responsibility to pay for more than what the vehicle did not initially go in for. I presently have the vehicle at the dealership and I do not know what to do, because they want me to be responsible for damages that occurred while in their possession. Nissan wants me to pay for damages that occur while the car was in their possession.Desired Settlement: I solely wanted to pay for the labor for the install of the parts I brought to them the Idle Air Control Valve, Engine Control Module, The Throttle Body Sensor, to get the vehicle running again. Not have to pay for a starter which was not an issue, before the vehicle was initially brought in. I want to drive my vehicle out from the dealership not tow it out again as I have been. I also have suspicion that Route 22 Hillside, NJ may have intentionally damaged the car.

Business

Response:

Mr. [redacted] bought his vehicle and it was diagnosed by[redacted], Service Advisor. [redacted] gave him the result of the diagnoses on his 2001 Nissan Maxima. Few days later, he towed his vehicle into the dealership and he purchased the parts needed from an outside location. After the parts were installed in his vehicle, it was discovered that the problem with the vehicle was the starter. [redacted] infomed Mr. [redacted] as soon as the information was discovered. When Mr. [redacted] towed his vehicle away, 3 hours of work was done his vehicle and he was not charged for any of the work done. Mr. [redacted] accusation of his vehicle being damaged while it was in our possession is false. His vehicle was not starting when he towed it into our dealership and it still wasn't starting when he towed it away.

Review: I purchased a new car in December 2012, the final price of the car was much higher than I expected, and I was about to leave the dealership, that's when they offered me a certificate of "Trade in Price Guarantee" which states that my car has a trade in value of $29,730 if I trade it in within 2 years of purchase. The certificate stated the trade-in value can be used towards the purchase of a new or used vehicle at Route 22 Nissan. However, when I went in on 10/11/13 to trade in my car for a cheaper one, the sales representative said the certificate is only good for a car of equal or greater value, not something cheaper. No where on the certificate states the trade in is only good for an equal or greater value product. I was misinformed when I received the trade in price guarantee certificate. The certificate is basically worthless. I wouldn't have made such an expensive purchase if I wasn't able to trade my car in for something cheaper.Desired Settlement: I would like Route 22 Nissan to honor their certificate and if they cannot, they need to clearly state that the certificate is only good for vehicles of equal or greater value. This was very misleading and upsetting.

Business

Response:

Mr.[redacted] was contacted and a message was left for him. We will work with the customer to help him get into another vehicle.