Falore Nissan Sunnyvale Falore Nissan Sunnyvale ripoff mistreated and ripped off on repairs Sunnyvale California

1.) On 1/28/03 I brought my 1998 Nissan Quest XE Van in for repair because it was running ruff at idle and in drive. I thought that it might be the fuel filter maybe it was clogged? I wasn't sure what it might be? Nissan suggested that I might want to do a "Fuel Injector Flush". Also Nissan said that I needed the 90,000 mile service and that should fix the problem.

I was told that they found that my transmission was leaking and I needed to have the gasket changed also. For this repair I was charged $689.58 (labor = $475.00, parts =$175.00 plus taxes) Nissan had my car for 3.5 hours that day.

I felt that I was overcharged on labor. Nissan says, "that they charge $120.00 per hour for labor". Nowhere in the Service Department did I see this statement, "Labor $120.00 per hour" stated.

2.) Picked up my Quest and it seemed ok. One month past and my Quest started running ruff at idle again. I called Nissan to let them know. Nissan said that they could not detect the problem unless it is doing it when their tech test-drives it. So bring it in when it is happening and we will see. As the days passed my Quest got worse. So bad I was afraid to drive it to Nissan fearing that I my have to have it towed. I drove it and made it.

(Thank God) On 3/31/03 I again told Nissan that my Quest is running very ruff at idle, in all gears, even while driving it is jerking down the street. Nissan gave me an estimate and sent me home and they would call me. Nissan called to tell me that I needed to have the rotor, cap, plugs and wires changed.

I asked why they did not do that when I brought it in on 1/28/03? Nissan said it was not included in the 90,000 service just inspected. On 3/31/03 I did what Nissan ask me to do, "bring in the Van when the problem exists". Instead of Nissan getting in the Van and test-driving it to detect the problem, Nissan assumed that by changing these parts it should fix the problem. For this repair I was charged $307.33 (labor = $120.00, parts = $173.05 plus taxes) RED FLAG Nissan already changed my spark plugs on 1/28/03 and charged me for parts and labor. So on 3/31/03 I was overcharged for parts and labor total = $120.00 + $10.20 taxes. They now owe me $130.20 for overcharging me. Picked up my Quest and it drove ok for about a week or two.

3.) On 4/11/03 I brought my Quest back to Nissan because the problem I originally brought it in for on 1/28/03 still exists. I have paid $996.91 for services I may not have needed to do at that time. If Nissan would have test drove my Van on 3/31/03 when the problem was happening continuously Nissan would have detected the problem and it would be fix by now. The Service Tech neglected to do this and changed the parts then test-drove the Van per the Service Clerk.

4.) On 4/11/03 I went to the General Manager to get my refund for being overcharged on 3/31/03 and to negotiate the labor costs on 1/28/03. He called me a "Preferred Customer". Then the GM tried to sell me a new Van. Nissan said that they would use my refund as a down payment, and my Quest as a trade-in. The GM said that "he could get me lower car payments, a car with low or no miles and I could drive away in a new car or van. How does that sound"? I said that sounds good. Who would say that? The GM also said "bad credit, no credit, no problem I can get you any loan. Fill out this loan form and when I get it approved by tomorrow (4/12/03) and you can drive away in your new van or car". Then he took my daughter and I to look at a van. We liked it. GM says this Quest is yours, and you can drive it away tomorrow. Be here at the Nissan Dealership at 2:00pm on 4/12/03.

I then said how bought I call you first before I come down just incase you are still waiting for the bank. So we agreed on that. I called on 4/11/03 at 2:00pm spoke to the GM and he was still waiting to hear from the bank. I said ok. I never received any phone calls from Nissan. I ended up calling almost everyday for 3 weeks leaving messages for the GM. He never even returned one phone call.

Finally on 4/26/03 a Finance person called to tell me that I could not use my car as a trade-in. Is there any way that you can come up with a down payment? I said NO that was not the deal that was made to me. I told the GM from the beginning that I could not put any money down and at that time it was not a problem. I then told the finance person that I wanted my refund for being overcharged and I wanted my Quest repair and in good running condition. She wanted to resolve this matter and led me to believe that she was going to go over all my service paperwork and call me back with a conclusion to resolve this. Because Nissan has not returned any of my calls in the past I have lost my trust in their Customer Service. I have asked that the Finance person give me a date and time of when she would be calling me back.

(4/28/03 at 5:00pm) Again I never received a call back. So I called Nissan back on 4/28/03 at 5:30pm only to find that the Finance person had no intentions in calling me back or even looking over my service paperwork to resolve this matter. I was so mad. I demanded to speak to the GM.

Finally he came to the phone and said we will send you a check and started to hang up. This is not acceptable and very bad Customer Service. I was led to believe that I was a "Preferred Customer". This was not the case at all. The GM didn't even apologize for not returning any of my calls or for making me feel like I was an ABUSED customer.

GM had no feelings for me as a customer. GM basically put me through hell. I have now lost all TRUST in Falore Nissan. I set up a date and a time to meet with Nissan to come to a fair price of what they should reimburse me and what they planned to do about fixing my car that is still not running right.

I met with GM's assistant on 4/29/03 at 11:00am. He asked me what I wanted Nissan to do to resolve this matter today? I told him that I have been talking to the Nissan Consumer Affairs Mediations Department and I would like them in on this meeting for my protection. I would like Nissan to reimburse me for all the services done ($996.91: because Nissan has failed to fix my Quest), for my time and for all the stress/anxiety that I have endured.

Also I would like Nissan to pay for my Quest to be repaired at a reputable shop due to lack of trust in Nissans repair work. (The Automotive Auto Repair Bureau will recommend a repair shop). He then said "Nissan can only give you $200.00". Absolutely not! I replied. My Van is still not running right, Nissan owes me $120.00 regardless for the overcharge on 3/31/03. Nissan thinks that $80.00 will satisfy me? NOT!!! Really alls I wanted was a return phone call from Nissan. I did not even receive an apology from Nissan.

I want a written apology as well as a personal apology from Nissan. The GM's assistant "guaranteed" me that the General Manager would call me on 4/30/03 at 2:30pm and personally apologize to me. I asked for this in writing and Nissan stated "I will do my best to have Inder the GM call you at 2:30pm on 4/30/03" At the time of my conversation with the GM's assistant my mediator was on the line listening to everything that was said. Nissan lied to me when the mediator got off the line and changed their "guarantee" to "they will do their best" and then handed me a check for $200.00 dollars. (Which I did not cash and will not cash.) This just told me that Nissan again was not going to call me with an apology. My case is still pending.

Janice
Campbell, California
U.S.A.

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