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Question posted by sharondhousley on June 26th, 2016

New Vehicle Malfunction & Service Issues

I have a complaint regarding my new Quest. Purchased in April 2016 Carriage Nissan in Gainesville, GA. I have experienced issues with the Air System randomly which will not respond at all at sometimes or turning on and off while the vehicle is at what appears certain speeds. Additionally, in the late afternoons, the gear shifter has locked out and required me to open the dash to trigger release through a button in the dash as directed by the owners manual. The Owners Manual states that there is service required and that both issues are related to the transmission. I also believe it could be related to the on-board computer. I took the vehicle in yesterday, Sat, June 25th, having made an online appointment with Sutherlin Mall of Georgia Nissan a week ago explicitly detailing these issues as the reason for the service. When I got there, the advisor told me that I would probably have to await all day because they don't have staff to do such service on Saturday. I had got there early before my 10:30 AM appointment but since I live more than 10 miles away I had to stay for the duration which lasted until 1PM. As for the service, they called me to the garage and told me that unless I could replicate or video capture my vehicles Air not responding or the gear shifter being locked that they found not diagnostic indicators and that they would not service or reprogram anything. That I would have to call and bring it in. Stupid. Since if the shiftier won't work, the vehicle isn't drive able or move able. Additionally with the air, video the dash board doing nothing! Stupid! But they charged me $60 for an oil change and tire rotation. I went home parked on my flat driveway and 3 hours later started it go out. When I tried to shift gears, it was locked. I had to go behind the dash to disengage the lock. I decided to call Sutherlin to provide proof (even a video) and of course the service was closed till Monday (which I had told the service advisor I was traveling for work on Monday morning and that my vehicle needed to be road worthy), but talked to the Assistant Manager on duty and he talked to the Manager. They said that they could not provide me with a loaner vehicle and I would have to come in for service on Monday. Which I find totally unacceptable. He knowingly now sends one of your vehicle owners out on a 500 mile trip with a defective vehicle. I am filing this same complaint with the BBB and GA Lemon Law today. In case, something happens and my Quest malfunctions on my travel Monday and I or others are injured. I am totally dissatisfied with Nissan and associated service/dealers.

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Answer #1: Posted by BusterDoogen on June 26th, 2016 9:20 AM

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