United Nissan charged me $200 for a repair it didn't do and then its general manager browbeat and threatened me Ripoff Las Vegas Nevada

My experience with the United Nissan of Las Vegas car repair shop involved dealer gouging, browbeating, threatening and humiliation. It started when I backed my 2005 Nissan Altima into a post, which resulted in the removal of my driver's side mirror and damage to the driver's door. I purchased my vehicle and have always relied on Desert Nissan of Las Vegas for maintenance and repair, but as the missing mirror presented a driving hazard I went to the nearest dealership, United Nissan, to buy and have a replacement installed.

The service advisor told me he had a unit in stock, and would install it for $360. As I was at his mercy I consented to the repair, which he said would take a few hours to complete, and left for a while. When I returned, he told me his mechanics were unable to properly attach the mirror, which was precariously perched with a one-inch gap between it and the window frame that exposed both parts to rust and corrosion, and that I would have to go to an auto body repair shop to have the job correctly done. Although an alarm bell sounded in my head, I was so shaken and distraught by the damage that I paid the bill and departed.

Two days later (the transaction occurred on a Saturday), I took my car to a highly praised auto body repair shop I found through consumer reviews on the Internet and first heard from my insurance adjuster. Both he and the body shop repairman informed me that I was taken advantage of: that the dealer should not have charged for the “repair” of a mirror incorrectly mounted and a job not completed. (The repairman said the job was an “easy fix” and later attached the new mirror snugly and to perfection.) Chagrined, I called the general manager of United Nissan and communicated what they said and my feeling of unhappiness at being charged labor for an unfinished job. (I did not protest the part cost.) I asked that I be remunerated the difference between what my insurance adjuster said was a fair price-somewhere in the $160 to $170 range (a far cry from the $360 I had paid)-so that I would not be out an additional $200 to the $500 deductible for which I was already liable. The GM said he would “investigate” and call the next day.

Not hearing from him on Tuesday, I called on Wednesday to find out what he had discovered and intended to do. He said he was still “investigating” and that he would call on Friday or Saturday with his finding and decision. Hoping that he was not toying with me, I said I would await his call.

Again not hearing from him, I called Monday. Much to my delight, the GM said he had completed his review and determined that I should not have been charged labor for a job his mechanics couldn't properly do. He said he would authorize the payment of $200 to keep me a “happy customer and earn my business,” but that he was busy at the moment and I should call the next day to give my address so that a check could be mailed. I was puzzled because my address was on an invoice at his disposal, but was so happy about his decision that I didn't say anything.

Calling the next day as instructed, the GM sounded annoyed and said he already had my address and would conclude the matter that day or Wednesday, after “end-of-the-month” bookkeeping had been done, at which point he would mail the check. I asked if he minded if I come by and pick up the check and he said that would be fine, but that I would have to wait until Thursday morning to do so.

On Thursday, today, I called the GM at 10 to ask if now was a good time to stop by. I suppose what I heard next shouldn't have come as unexpected, but it was, nonetheless. The GM said he was under no obligation to refund me anything and that my continued calls (which he instructed, calling me “buddy”) made him of a good mind not to give me anything. When I said I wished he would follow through as he promised, he then said in a hostile manner that if I called one more time he wasn't going to give me a cent, saying he was a “busy man without time for all your calls,” over the course a 30-second rampage I didn't catch all of. I said I would be happy not to call again, that all I wanted to know was when would be a good time to come by. He said he would call to let me know, saying that “maybe it will be today, maybe it will be tomorrow, maybe it will be Saturday, maybe it will be Monday and maybe not until after that,” and that if I wasn't happy with that dictate he would renege on his promise. After his browbeating and threatening, I realized I was dealing with a loose cannon and said I would be patient. He replied that “I highly recommend that you do that” and hung up, saying “Good day, sir.”

Feeling degraded and humiliated, that $200 wasn't worth the loss of my dignity and being treated like vermin, I called the GM later in the day. After an icy silence following my identification, I told him that I was going to seek redress through different means and that he could hold on to his $200. He replied “That's fine with me,” to which I said “OK, then, take care” before concluding the conversation.

Thus, I'm out $200 but funny thing is, I feel great. I got to salvage my self-esteem and get the word out through forums like this about the price gouging, lies, threats, and humiliating tirade I experienced as a “valued customer” of United Nissan of Las Vegas. I can't say for sure whether my experience was the exception or rule regarding the dealership, but if the rule of thumb that one letter represents the experience and thought of a thousand people is valid, then I'd be very wary of ever conducting any sort of business with United Nissan, especially if management sets the tone.

Mark
Las Vegas, Nevada
U.S.A.