ComplaintsforAutoFair Nissan of Stratham

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my Certified preowned 2016 Murano to Autofair Nissan in Stratham ************* on June 6th The reason I brought it in is because the cruise control was giving me an error light in the dash and after getting that error light, the cruise is inoperative. The estimate included some other items and the total was about $1058.68. Being on a fixed income (retired), I elected to repair the cruise control as well as a couple of other items totaling $714.69. My wife and I went to lunch nearby while the repairs were completed. Upon returning, the car was soon completed and I drove it home. Everything seemed to be working fine however, the following day I took the car out for a ride and before I could use the cruise to test it, the light came on again! This was very disappointing as I had paid $275 within the $714 to repair the cruise control.I then brought the car back on the following Monday, the 11th, which is when they had the time to look at it. I was given a courtesy car for the day at no charge, not on my request, but I didnt want to wait all day. I only drove it home and I returned the following morning and was given another estimate of $2000 to repair the cruise. I wanted the repair done but decided to decline the repair because I simply didnt have the funds to do it. I have not been able to get a refund as they have refused. I believe this is a cut a dry issue and my funds should be returned.

  Business response

  07/12/2024

  **** came in to the dealership on June 6, 2024
  He told our service advisor that the cruise control error message came up. He told us that he went to a local service station and paid them $130.00 to diagnose the issue. They attempted to diagnose it but could not. So they suggested he bring it to a Nissan dealership.
  We told *********; we would diagnose the issue and that the fee is $179.95. He agreed and our technician looked at the vehicle.
  After scanning the vehicle with a Nissan Scan tool, it pulled a code describing a bulletin.
  Nissans bulletin explains the first step is to recalibrate the distance sensors. 
  The cost of this was $275.00. He agreed to that and our technician did the calibration.
  At the time we looked at the vehicle the technician discovered it needed a transfer case and differential service and that it needed a right rear side marker bulb.
  This was explained to **** and he agreed to and authorized the work to be performed.
  The total for that work was $256.44.
  After completing all of the work we road tested the vehicle and the cruise control worked fine.
  He paid and took the vehicle home
  We heard from him a day or maybe a few days later not sure exactly which day. He stated that everything was fine until the next day when the light came back on.
  So on June 10, 2024 he came in and we gave him a rental car free of charge.Our technician then scanned the vehicle. The code returned and after speaking with technical assistance at Nissan it was determined that the sensor had an internal malfunction and would need to be replaced. 
  This would have been impossible to know until the sensors had been recalibrated.That is why Nissan has these steps in its Bulletin to find the problem.
  The replacement of the Sensors cost $2,000.00, **** decided against doing so.
  Our team did everything required and treated **** fairly.
  We diagnosed the vehicle for the fee of $175.00
  We did the initial correction (calibrating the sensors) as specified by Nissan for $275.00
  In many cases that is all it needs, however in some cases it turns out the sensors are bad, and the only way to diagnose if they are bad is to first be sure they are calibrated correctly which we did.
  We followed the Nissan Bulletin and Tech guide instructions exactly.
  We did all of the work he paid for and gave him rental to use that we paid for.
  He stated to me he never asked for or received his money back from the independent service center he went to that only referred him to us.
  
  

  Customer response

  07/18/2024

   
  Complaint: 21973033
  
  I do not accept the business's response as a resolution to my complaint because:  As I stated in my complaint, it is not an acceptable policy to take a customer's money and NOT repair the problem.  Yes the diagnosis was done, but it was not done correctly and not only resulted in my wasting money but there was also probably three hours of wait time.  None of this would be an issue if the repair was done correctly.  This is a black and white issue.  The fact that I spent money at a local repair shop has zero to do with this.  As a mater of fact, it goes to the "aggravation factor" even more!  This means that including the Nissan dealership, I've now paid $405 in the attempt to repair it.  I'm on a fixed income and being left with nothing to show for this repair is COMPLETELY UNACCEPTABLE to me.  This is akin to being 'ripped off' sorry to say... 
  
  Sincerely,
  
  *****************

  Business response

  07/23/2024

  The statements that the diagnosis Was not done correctly  and the accusation that the repair was not done correctly are factually not true.
  The Diagnosis performed on the vehicle was exactly the correct process as required by Nissan in order to determine the issue. Sometimes the initial repair  (calibrating the sensor which we did) resolves it, which in this case it did temporarily. Other times it doesnt and when that happens we went to the next step in the process as required by Nissan and determined the sensors needed replacing. There would be no other way of determining they needed replacing without doing the initial repair work of calibrating the sensor.
  As to the comment three hours of wait time that was most likely due to the time it takes to do the work as required by Nissan for which *********** was charged fairly.
  As I stated in the previous response *********** was treated very well and was charged for work performed to properly determine the final diagnosis.
  
  

• Initial Complaint

  10/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ok please help me I buy a car there the price was 30900 ok i give them 10000 thousand dollars for a Dow payment I just make first payment and them the bank tell me I still own them 31900 after the 10k I call them they just tell me is for tax maintenance and other charges

  Business response

  11/14/2022

  ****** came in and was interested in our 2019 GMC Acadia, He was here on vacation and lives in **. Neal went over everything with him showed him the Vehicle and he decided he wanted to move forward with buying the vehicle.
  
  Customer informed us he wanted to put 10k down. The price of the car was 30,973 as a ** resident his Taxes came out to be 2770.95 Plus our dealer doc fee of 825
  
  His total amount financed before he went into finance was $24,568.95
  
  $30,973 Sale Price
  -10,000  Down Payment
  $2770.95 Taxes
  $825 Dealer doc
  
  24,568.95
  
  After Mr. ******** went into finance it looks like he took advanced of the additional protection that we offer all Customers in the finance department
  
  He added Gap Insurance for $1,200
  He also took advantage of our extended service contract for $3,050
  As well as Pre Paid Maintenance for $1,442
  Last thing he took was our Tire and wheel package that includes key replacement, ding and dent repair, windshield coverage that includes chips and cracks, that was $1,548
  
  Adding all of that into his Finance amount plus the adjustment to his taxes for the Finance product put his total up to $31,897

   

   

  Customer response

  12/13/2022

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because:

  I have read the response below. Firstly I did not authorize any of the additional protection charges. I remember denying any additional charges however I was just asked to sign forms again and again without being informed what I was signing for. I speak both Spanish and English however my English is not perfect so I feel like I was taken advantage of because of this and I even ASKED for someone that speaks Spanish however they told me that the one worker who spoke Spanish was not in today. So they knew that I needed translation help. It was my first time ever buying a car so I needed everything detailed out for me however this did not happen. I was surprised when I received my final payment went back up to $31,000 as I already put down a down payment. Additionally these additional charges do not work for me at home. I went to a couple of stores to see if these charges were worth keeping but every store that I have gone to, does not authorize any of the protection/ insurance deals that my car SUPPOSEDLY has. For all of these reasons I am removing ANY and ALL charges that come from the ADDITIONAL PROTECTION charges and need ALL money back that I have been charged for this reason as 

  1. I did not authorize these charges to be added 

  2. I am not going to use any of these protection charges. 

  This was a complete lack of respect since I strongly feel that because I speak english but not to the fullest extent, additional charges were just added as an assumption that I agreed with them, especially since I ASKED for a Spanish speaking official. Please reach out as soon as possible as I am firmly asking you to remove all additional protection charges. 

  Thank you in Advance 

  
  ****** ********

  Business response

  12/14/2022

  Mr ******** met with the Financial services manager and went over all of
  the paperwork and was  explained and offered the services and products he
  chose. Then Mr. ******** initialed and signed for each and every item he
  purchased as it was all fully disclosed  There did not seem to be a issue with
  communication at the time. As to his mentioning going to a couple stores to see if these products are worth keeping. Knowing that he lives out of state that did come up in conversation at the time and he was assured that these products are covered nation wide which in fact they are.

  Mr ******** was treated fairly and with great respect as all of our
  guests are. He was given all options and chose to purchase these
  coverage's. Everything was fully disclosed and he signed and initialed
  multiple forms agreeing his decisions

  He has the option of cancelling products on a prorated basis at any time as he was informed at the time of purchase.

  Customer response

  12/20/2022

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: I do not accept this because I only accepted everything because I thought it was part of the car,
  not additional charges. Additionally it’s clear that I do not fully understand the language based
  on the first email that I had sent out and the following emails I had my daughter proofread and
  write them for me. To settle this case I would like to cancel all additional charges and receive a
  refund for the charges that I was charged at the time of the purchase of the car.
  -Sincerely
  ****** ********
  
  

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