Santa Monica Nissan Sub standard service & customer service Santa Monica, California

12/15/2009 I am writing to log a complaint about my recent service experience at Santa Monica Nissan. In the past, I found routine service to be acceptable. However, troubleshooting and problem solving issues are well below expectations. As I read some of the reviews posted on line, I have to agree with other users / reviewers that this dealer is most interested in my money and not interested in helping or fixing my problem.

Case In Point: I had my 2005 Nissan 350z serviced on 12-9-09 due to a mysterious but recurring battery drain. The car battery would die if I don't drive the car for a few days (i.e. short vacation or business trip). After keeping the car for 3 days and making numerous electrical diagnostic checks, the Service department concluded that it was my 'after-market' alarm system that is causing the drain. On the phone, the Service Advisor recommended a new battery as theold one was not taking a full charge. He also asked for my go-ahead to disable or disconnect the alarm system so it could be 'repaired' at the appropriate alarm dealer. I consented to the services at that time.

When I got my car back, the entire alarm system was removed from the car, with wires cut off, and all the modules taken out - all the parts and tangled wiring in one plastic bag! In addition, the powerlocks to the doors were disconnected (the technician notes indicated that the door lock circuit was deactivated during the alarm removal). Furthermore, the power source (positive terminal connector) for the custom radio was also disconnected. The service costed me $800.

When I called the Service Department the next day regarding what had happened. I was given a very cold treatment to the effect of 1) You have agreed to the service on the phone; 2) What did you expect when we say we were going to disconnect the alarm system? 3) We spent way too many hours on diagnosing your problem and could have charged you more! The Service Advisor also emphasized after market parts repeatedly even though the security system was recommended and installed at the time I purchased the vehicle.

Now, if I realize the Service Department were going to remove the entire alarm system by cutting the wires, etc., I would sensibly ask them not to do that and simply take the car in to the correct alarm dealer for diagnostic service. What do you think the alarm dealer said when I handed them a plastic bag full of torn parts and cut up wires AND I asked them to 'repair' it???

Yes, in the end... I ended up with more costs - installation of a new alarm system ($500). In addition, the Lo Jack device has also been disconnected with its wires cut. Having the Lo Jack device reinstalled in my car will cost me another $400. Total bill for this venture: $1,700. From this recent experience, I am greatly dissatisfied by the way I was treated as a long time customer of Nissan. At this juncture, it leaves me feeling that this will be the last Nissan vehicle I will have not because they are not great cars but because of the customer service (or lack of...).