January 6, 2012

Trust & Accountability: A Plea to Make the Situation Right

One of my biggest complaints with Nissan as a company, and now Hitachi Automotive Systems Americas, Inc., is trust and accountability.  Mike Garcia of Power Nissan; Melody Benedict of Nissan Consumer Affairs (in the office of Mary Baumgartner, Senior Manager, Consumer Affairs); and Kelly Ochoa, Project Engineering, Technician; and Kunihiko Ohnumaat, CEO, of Hitachi Automotive, all have the power to change that by stepping up and doing the right thing this time, the 18th time I’ve had my Sentra into a Nissan dealership when I’ve already had 3 ETB’s and 2 ECU’s (made by Hitachi Automotive) replaced, and either fix my car properly or offer me a replacement car (or the value I paid for the car, plus all my expenses during this four year ordeal).

I’ve been lied to many times by representatives of Nissan and although I keep detailed records of everyone I speak to, no one seems to be held accountable for anything they say or do.  Nissan just doesn’t care.  The biggest lie of course being “this will fix your car” which I’ve been told on 17 previous occasions and they have yet to fix the electrical problems with my car.  As are documented in my Yelp reviews and the “DETAILED NOTES WITH NISSAN” section in the document in the research section, here are the blatant lies I’ve been told:

  • The first time the ETB (Electronic Throttle Body) supposedly needed replacement, Eric Diaz of Universal City Nissan quoted me $100 more for the part than their own parts department.  Eric Diaz lied.
  • David Larush, Regional Specialist told me, “We are prepared to offer you an extended warranty on the mechanical components for 7 years / 100,000 miles –whichever comes first.”   I asked if this covered the ECM and ETB and wires – the parts that have been continually being fixed and replaced – and he answered no, he’d have to look into getting the warranty to cover “electrical” as well.   I then asked 7 years from when, and he answered the original purchase date of the car – which was 2002 – therefore since it was now 2010, 7 years has already expired, therefore this warranty is no good.  Therefore he reneged his offer of an extended warranty and refused to extend the warranty to 100,000 miles.  David Larush lied.  A Nissan Consumer Affairs representative even told me, “ that was incompetent of him” to offer the warranty.
  • Chris Weir, Service Manager, at Santa Monica Nissan through the request of David Larush agreed to provide a rental should my car break down again.  When it did break down again, there was a new Service Manager at Santa Monica Nissan, and he refused to honor Chris’s promise of a rental.  [Now Santa Monica Nissan is closed… I wonder why with this great service and honor].
  • During one of the many files I opened with corporate, I was told by Kate x41573 that I would get a call by the end of the next business day.  A day later  Maryanne Grundle x41461 tells me  “the file was closed and this was due to Kate using a template that said at the bottom that she couldn’t give me her info or file # therefore the file is closed” – whatever that means.  Maryanne corrected this and assured me I would get a phone call by 5pm that day.  No phone call came.  The next day  the file now says I will receive a call by 5:00pm today, although she confirms that yesterday it said 5pm for yesterday.  Complete disorganization, incompetence, and lies.
  • Shanell Russell, Regional Specialist, told me she didn’t get any of my voicemails because of their new voicemail system (OK, I can’t prove this one, but seriously that’s a lame excuse and just shows incompetence on the part of Nissan for not having a reliable voicemail system in this day and age).
  • During a discussion with Juan Beccera, Service Manager at Universal City Nissan, where I was requesting that he pay for the rental car since they were replacing the ECU for the second time, they took five days to do this, and no one called me the day before when my car was ready, he said, “We’re done. We can no longer fix your car for free.”  The problem with this statement is: NISSAN HAS NEVER FIXED MY CAR.  It has now broken down for the 18th time.  Juan Becerra lied and made me go through corporate to be reimbursed for the car rental.  Hey Juan, I still got reimbursed.  You could have made it easier on me if you would have just not charged me in the first place, and not hijacked my car until I paid for the rental.

I truly hope that once and for all Nissan will step up to the plate, that Mike, Melody, Mary, Kelly and  Kunihiko will do everything in their power to fix my car once and for all, or make this situation right.  In all good conscience there is just no way these representatives of their companies could come to me now, after this four year trauma, after hundreds of dollars spent not only to the Nissan dealerships, but in round trip gas money, time off from work, pain and suffering from all the fear, anxiety and depression I’ve experienced during this entire ordeal including not knowing when and if my car will break down on me again – there is just no way they can come to me now in everything that is right and just in this world and fail to correct the situation.  I am making a plea to all of them to do the right thing here, correct this situation once and for all, try to reinstate the dignity and good name that Nissan once held by at least making one customer happy – be trustworthy and accountable for your company, please.

I hope they will.  I should know more Tuesday, January 10th after the DTS examines my car.