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CB Vehicle Repair and Maintenance Nissan Complaints #422-441
Nissan

Nissan review: service/extra corverage

M
Author of the review
3:25 pm UTC
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Let me first say that I am very angry and disappointed with this dealership and their service department.

The service department called me several times to let me know that I still had free oil change available, as I received three free oil chance for the purchase of a new vehicle, which is somewhat a lie or misleading to say the least. My first oil change was completely, the older gentleman was so very nice, and I really liked his attitude. Love it! But the second time I went to get my oil change it wasn't so nice. They had a newer facility for the service department, but the customer service lacked compared to the first time and from the older gentleman that took care of me. This time I spoke to Melissa at the service counter. I told her that I was there for the second of my three free oil changes. She didn't smile, no hello, no thank you, or anything. It took them about 1 1/2 (way too long for an oil change, free or not). When it was finally done, Melissa presented me with a bill, give and take $24. I told her that last time I came I paid nothing, so why this time I have to pay. She said that the oil change did not include tire rotation or something. I told her that she should of told me first, before just assuming that I was ok with it. The point is, why did I not get charged the first time, but got charged the second time? Anyways, I paid and didn't make a fuss of it, even though she had a not so nice of an attitude.

Pass forward few months later. I received few calls for a free oil change. Every time I got a call for this reminder, they have always been very nice, but I can't say the same for the people at the new service counter (Melissa and Pedro "Pete"). After receiving few calls, I decided to go during my lunch break to get that "free" oil change, I also discovered on my way to work a screw in my tire, so why not get that fixed too. The date was May 10, 2013 at around 11 AM. When I pulled up, there was only one car in the lobby area, so I thought this would be a quick, one-hour top. Pedro greeted me at the service counter. I told him that I was there for a free oil change, and I also told him that when I bought the car I had purchased extra insurance that covered windshield and tire problems (Gold Plan). So I proceeded to explain that I had a screw in my tire and I would like to have that fixed, which I believe is covered my the extra plan that I've been paying extra for every month. I asked Pedro how long would it take? He asked me if I needed a ride back home or work; I told him that I lived in Newport Beach and that I could wait up to 1 1/2 hours if needed. He said that would take much longer than that (didn't give me a time). I asked why? He said because my entire service staff needs to go to lunch. I asked, all of them at the same time? He said, "yes" without explanation. His attitude told me that he didn't want me there, or because I had a free oil change, I wasn't a priority. I didn't want to argue, so I left.

When I got back to work with a screw in my tire and in need of a oil change, I was not happy with the way I was treated or with the customer service. I decided to call the dealership to talk to the service department manager. I was forwarded to his voice mail (someone named Glen). I left a message. Glen, the service department director called me; I explained everything above to him. He told me that it would have taken them an 1 hour to 1 1/2 hours. I said why didn't Pedro tell me that? He couldn't answer. I also asked him about the tire and why wasn't I given an answer as to how I can get a new tire or have the hole fixed. Glen told me that they would need approval before they could go ahead and fix the tire. I wasn't happy with that answer because I have been paying $125.00 extra per month for this extra coverage, then when I need to use the service I cannot have it done. I told him this is fraud and that I should be granted these services if I am being charged for it every month. Glen wasn't much of help. He didn't seem to have an answer for anything, and didn't make things any better, so I asked to speak to someone above him. He said that would not be possible because he was the "Director" of the department. I said surely there is a GM, owner, or something. He said that he would pass my information on to the person in charge. I told Glen that I no longer cared to continue paying for the extra coverage insurance each month if they weren't going honor their part of the deal. I did not get the oil change and I did not get my tire fix; I am more than happy to go else where and pay out of pocket for these services, but I wont pay the additional $125.00 anymore per month and I want to be refunded all the amount that I have paid for all the years for an extra insurance or damages that I have paid to you. Glen told me that he didn't think I could get a refund or how to handle that. So I asked that he would put me into contact with the person that could handle that as soon as possible. Rather it would be the GM, dealership owner, or someone from corporate, I didn't care. I want my money back and I want to stop payment on the extra $125.00.

Today it's May 17, 2013; I am yet to receive a call from Stadium Nissan, or from anyone to take care of this problem. Validation that now not only the service department employees lacks customer service, but also the department manager.

As of result of this terrible service, I have to worry about driving on a flat tire, possibly damaging my tires and rims. I also have to worry about engine problem for not having an oil change. I will pay for someone else to do the job, when I have already paid Nissan for the extra damages should this occur and including extra for an oil change that should of been free.

At this point all I want is to be refunded the extra money that I have paid every month for the extra insurance. I also want to stop paying that extra every month starting immediately. I no longer have the desire to visit or have any work done at this dealership because I fear that they would on purpose damage my car. I have over the past 3 years purchased 2 cars from Stadium Nissan; I have also referred two other people that purchased cars from Stadium Nissan. I will not longer purchased cars from this automaker or dealership. I have a large following of family and friends, so I will share my concerns with them about the bad service I have experienced. I know what I say will barely put a dent on the sales or reputation of this company, but one, two, three, or more sales will be lost because of me. And I am happy to do that!

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