My Letter to Nissan USA and to Baker Jackson Nissan North

[houstonT]

I purchased my first Nissan in early 2005. I was looking for a comfortable truck that had the towing capacity to support a trailer and a race car (my hobby). I looked at many trucks and in the end decided on the Titan. I bought the Titan from Tom Pea**** Nissan and had a great buying experience. Since I live closer to Baker Jasckon Nissan Northwest, I decided that that would be my dealer for all my service needs. I went by the dealership for the first time in early March with a short list of complaints, the main one being bubbles in my bed liner. I was told that a new bed would have to be ordered and that a new liner would be applied to that new bed but I would have to wait on the new bed to arrive. It took approximately 3 weeks for that new bed to come and I took my truck back to Baker Jackson on March 21, 2005 with a list of things that needed attention. This list included:

1. Rattle at driver door
2. Rattle at passenger door
3. Rattle at rear passenger door
4. Rattle at instrument cluster
5. Squeek at rear of truck at suspension area
6. Window automatic switch malfunction
7. Brake judder
8. Bubbles in bed liner (the initial problem that I took my truck in for)

I was told that Luis Castillo (Service Manager) would be handling my account since he was the one that ordered me the new bed from Nissan. He told me that Nissan would put a new bed on my truck on that they would spray a new liner on. I was told that all my problems would be addressed and fixed within 5 business days (keep in mind that I dropped my truck off on a Monday). Well, 5 days came and went. Throughout that time, I was put on the back burner constantly and told that they were working on my truck. I called Luis several times that week but didn't get a response until Friday where I was informed that my truck would not be ready and that an ETA was indefinate.

The following week I spoke to Luis again and we made plans for me to pick up the truck (2 weeks after it was dropped off and 1 week after it was promised). I left work early on Friday of the second week (April 1) and arrived at the dealership only to have Luis tell me that "we have good news and bad news for you. The good news is that your truck is not damaged, the bad news is that the new liner is not sticking to the bed." I was shocked since I didn't get a phone call to indicate that the truck wasn't done, and I was not informed that there were any problems with the liner sticking to the bed. In addition, the "good news" was not exactly "good news" as I do not expect a dealer to damage my truck when it's in for service. Luis then went on to explain to me that they drove my truck to a Rhino dealer in Katy, TX to have the new lining applied (about 25 miles from the dealership - this is an estimate since my truck had 53 miles more on the odometer when I picked it up than it did when I dropped it off). This was the first time I was made aware that miles were being put on my truck without my consent or knowledge. Luis told me that Rhino was pointing fingers at Nissan's paint and that Nissan was pointing fingers at Rhino's lining as to why the liner was not sticking to the bed. I ended up leaving without my truck since it wasn't even at the dealership when I went to pick it up (supposedly it was on the way back from the Rhino dealer in Katy). Luis also told me that national reps were flying in from PPG and from Nissan to look at the liner and figure out why it wasn't sticking the following Monday... Luis saw that I was upset and unhappy and he mentioned that Nissan would reimburse me in some way to make me happy. I mentioned to him "fine, this situation is not acceptable, but if Nissan is willing to help out in any way, such as tinting my windows, giving me some oil changes, etc... then that would be ok".

The next week started and by mid week, I had not heard from Luis, no phone call, no update, no communication. Mind you in the meantime I left Luis 4 voicemails and sent him 2 emails... I finally got a hold of him only to get a run around about "waiting on Nissan to tell him how to proceed and that he was expecting a kit from PPG to remove the new lining they had just put on the truck". Luis informed me that he would call me soon. At that point Luis gave me the phone number to Nissan Customer Affairs (800-NISSAN1). I attempted to call 4 separate times but after being on hold for over 30 minutes each time waiting, I gave up. After a 5th attempt, I spoke to Shawn and she said that I would hear back within one day from Kurt Hoffman. She also mentioned that if I didn't hear back within one day to please call back and she would put my file through the system again. That one day came and went, I called Shawn back and left her a voicemail about not hearing from Kurt. Another full day went by with no communication from Kurt. I called and left a voicemail again... Finally, after 3 days, Kurt called back, only having knowledge of my situation from the notes that Shawn took. I told him how disappointed I was and that there needed to be some immediate action. He said that the dealer would proceed with the warranty repair (which I have NO idea what that was since nothing had been fixed on my truck) and that he would get back to me. At this time I told Kurt that I had spoken to Luis about giving me my truck back and that I would get a liner applied by another company that I trust (Line-X) rather than whomever they were using at Nissan. I was informed that my warrantly on the liner would not be covered by Nissan if I did that and I told Kurt I was ok with it. I would have done anything by this time to just get the truck from Nissan and have a Line-X dealer take off the old liner and apply a new one. By this time, once again, communication was non-existent, and my truck was still not fixed.

As the 4th week without my truck got underway, I had not heard from Luis and I did not know if the "kit" had arrived. I made it very clear by now that all I wanted is for Nissan to pay LINE-X to take off the old lining and put a new one on. Luis told me that Nissan would not agree to this b/c it's not a product that they use nor warranty and they wouldn't put it on my truck. I told Luis that I didn't want a Nissan warranty on the liner, that i'd take my chances with LINE-X but to no avail. Anyhow, he finally called me back at the end of the 4th week and told me to come get my truck. The liner had NOT been fixed and Luis said that he would get back to me as soon as Nissan advised him on what to do and what action they wanted to take.

So yesterday, April 18th, exactly 4 full weeks without my truck I went to Baker Jackson Nissan to pick up my truck. I was DIS-appointed to say the least.

1. 4 weeks and my window switch hadn't been fixed, it was on "back - order" supposedly.
2. Apparently the front brake recall was done with new rotors (they have rust on them, so if they are new, I guess my truck sat outside for 4 weeks) but the rear hadn't been done, I was told the new rotors weren't in yet (nor did I know that there was a recall out yet on the brakes).
3. The OLD bed was on my truck (the original one that I brought the truck in with), so the question stands: did they even put a new bed on my truck and spray a liner or were they trying to fix my old bed liner all along??????????
4. The truck was filthy, it was obvious it had been sitting outside for a month (even though Luis promised me it would be kept inside). They couldn't even wash the truck after having it for a month!!! (although Luis did promise me a detail - which it should have had after sitting there for a month)
5. The gas was on E, they had the nerve to put 53 miles on my truck without getting my permission, and they didn't even have the courtesy to put some gas in it!!!! (customer service???)
6. The squeeks still exist in the rear of the truck.
7. I never heard back from Kurt Hoffman like he promised.
8. There was never another mention about Nissan reimbursing me in ANY way, even though that is what Luis informed me would happen.

Overall, I'm VERY disappointed in Baker Jackson as well as my whole experience with Nissan. This is my FIRST Nissan and I was on the verge of buying my wife a new Maxima... Because of this experience, I bought her an Audi A4, I couldn't fathom having another Nissan and dealing with this type of customer service/technical service if the need arose.

I'm writing this because because i'm extremely UNHAPPY about my whole experience. I will tell you that even though it was extremely difficult to get Luis to communicate with me, the times we spent talking, he was always courteous and respectful.

If you are listening Nissan, "THIS IS NOT HOW YOUR TREAT YOUR CUSTOMERS, ESPECIALLY CUSTOMERS THAT ARE FIRST TIME NISSAN BUYERS, YOU ARE NOT GAINING ANY BRAND LOYALTY..."

Peter Blach

[HavockWK]

Dang dude! I can't believe they had it 4 weeks for nothing.

I was pleased w/ Luis becase he fixed instantly what the previous service manager had put off for months claiming he needed a Nissan Rep to OK it. (tiny rust area inside the door). I hope things (his communication) improve at the dealership and I especially hope they get your stuff fixed and you compensated.

[Squid]

I love my Dealership, I hope you find one you love also.
I doubt this dealership is going to change because you wrote a letter. There is a dealership out there that will take good care of you. I wish you luck.

[TYTAIN]

Another great service deptment, nothing like taking care of the customer! Sorry man!

[jhromy]

i hope you can find a better dealership...the one i go to is awesome....they bend over backwards to help me out and fix my truck with any concern i have with it....i hope everything works out for you...the spray on sounds shaky to me because i have a rhino liner spray in bedliner on my truck and it stuck fine and looks really good...

[carteach0]

I haven't had my Titan in for service yet, and might never depending....

But I did my time dealer service departments.

What you experienced is beyond question wrong. Four weeks without my vehicle and I would pitch a tent at the service writers desk.

I hope Nissan makes it right, but it's really the dealerships problem.

My recomendation is you make an apointment with the general manager of the dealership and go over the situation. NOT the service manager, but the GM. In fact, if there is a dealer principle (owner) then make that appointment with him. If they have half a brain, they'll meet with you and bend over backwards to smooth it over.

I SURE do hope they gave you a vehicle to drive for that four weeks......
And I'd insist on their paying a rental on any future visits.... that really makes them hustle when it costs them $30 a day to blow you off.

[electricity]

this sounds very unfair, but i can tell you i have had my problems as well. the main thing is the dealership and how they handle it. nissan is not always aware of the problems the service guy says they are. not all, but a lot of service dept. LIE, they try and cover there buts and hope you just vanish. i ended up getting the BBB involved, and eveything is now being handled professionally. that is definitely the route i would suggest taking, it's free and easy. GOOD LUCK!!

[katsu]

I guess is all about luck, I 'm glad I have a good rep from ABC Nissan, It has been a great experience for me so far. Try another dealer it can't be worst my friend.

[ruauman2]

Sorry to hear about your troubles.

You should go to www.complaints.com and post your letter. This dealership already has one letter posted there. Yours would make a fine addition. You can find the exsiting complaint by searching on the dealers name. I'm also sure there are other sites where you can post this info. Does anyone know of other sites?

Remember - Don't get even, get ahead!

[Kronos1965]

I agree with Carteacho about contacting the GM. Being rational when others aren't takes a lot of patience. I would add that you should bring a friend to witness the exchange. It will also help you keep cool.

Your letter is well written. I hope you get not only the fix but Nissan figures out what an appropriate compensation would be.

[Clint]

As far as I know, spray in liners are not removable. If they were Nissan wouldn't be replacing entire beds. Correct me if I'm wrong please.

Clint

[jasonwabc]

You should go to the service department at McDavid nissan. I had the worst experience ever at Baker-Jackson North...and had to walk out...I found Kurt Sheets at McDavid South and he did exactly what a salesperson should do.....excellent service.

[houstonT]

Havock - well, I can't say they had the truck for nothing, they did supposedly put new rotors on the front and fix a few squeeks... I truly hope Luis steps up as well as he seems like a nice guy IN PERSON...

Squid - I not only sent this letter to the GM of the dealership and the VP of Customer Service for the dealer, but also to Nissan US VP PR, VP South Region, VP Customer Affairs, and to the office of the President. We'll see what happens...

TYT - sucks man, i know...

carteach - I will see if/how the GM responds to my letter/email. If I get no response, I will hunt down the owner of the dealership and deal with him directly. I must say, and I didn't mention this in the letter, that BJ Nissan DID pay for a rental car for the 4 weeks, you'd think that would have incentivized them to speed things up a little bit!

electricity - not a bad idea, I will look into getting the BBB involved if I don't hear anything from the GM or Nissan by the end of the day.

ruauman - will do that today...

Clint - they are removable, although it's a major PITA. A Line-X dealer here in Houston quoted me $650 to remove the existing liner and put a new Line-X liner on...

jason - thanks for the recommendation, I will look into a new dealer depending on how BJ Nissan handles my letter.

Thanks for the support guys, just getting the word out!
Peter

[Russell]

I had some of the same problems with Lokey Nissan of Clearwater. I called 1800 Nissan after one of the reps said that it was Nissans problem why they couldnt order the right parts for my truck. Lets just say I am known there now and I get top grade service and everything I complain about gets fixed that day.

[houstonT]

Well, I got a call from Kurt (the same Kurt from my letter above) and an email from the Manager of Customer Service at Baker Jackson Nissan today. Kurt apologized that both Nissan (read: he) and the dealership have dropped the ball on this and that he assures me they are dilligently working on the matter. He also assured me that he'd get back to me within 2 days with some sort of resolution in this matter. I guess I'll just sit back, wait and see... The manager of CS from BJ Nissan essentially assured me that this case is NOT a closed matter and that a resolution to the issue is in the works. I suppose I'll just wait and see what the dealer will do as well. Now all I need is a call from the president of Nissan... I will keep you guys updated as to what happens here...

Many of you have PM'ed me and asked me "what resolution would make you happy". My response is this: the damage is done, but in order to avoid permanent damage, several things can happen.
1. Put a new 05 bed on my truck and pay line-x to install their liner.
2. Tint my damn windows (it's cheap for God's sake!!!!!)
3. Free oil change for the life of my truck at BJ Nissan (as long as I own it).
4. GOOD CUSTOMER SERVICE when I come in (not too much to ask for, is it???).

Anyhow, i'll keep you all updated, i'm not that hard to please, I hope Nissan realizes that it doesn't take much to keep this customer happy, just a little bit of respect and a little bit of courtesy...
Peter