Complain about a product or service

Alliance Nissan

Elizabeth City, NC

Eva of Harbinger, NC September 20, 2009

I visited dealership in Elizabeth City, NC to have my car serviced on July 3, 2009. The amount that I paid for this service was $680.75. At the time of pick-up I was told that visor clips had been ordered and that I would have to come back in when they came in. They said they would call me and let me know when they were in. They never called.

When I left I realized that the noise in the rear door was unresolved and that during service there was a cut in the driver's seat. I called the Service Manager and spoke to him about these issues. I thought his name was Jeremy. He confirmed that yes the cut was done accidentally during service. He promised to order new seat cover to replace the damaged one and he said he would order the clips again as it seems they were not ordered the first time. He promised to call me in two days. Two days passed and he never called.

I then went out of the country for two weeks. When I returned I called service department to follow up on the seat damage, door noise and clips. At this time I spoke with P. Dillar. I was told he was the New Service Manager. He told me as far as he knew he did not approve the seat repair and that I would have to bring my car back into the shop. The dealership is 45 minutes from my house, one way.

I went to the dealership as requested and the New Service Manager yelled at me from across the room "what do you want?" He never introduces himself and after he looked at my damaged seat he said, "I will not waste money on your seat because you can not prove that it happened here." He did not seem to care that the previous manager has already acknowledge to me that the damage was done during service. He said the only thing he would do for me is glue the seat and I told him this was not acceptable to me and that it was not what was previously promised to me.

He slammed my car door in my face and would not tell me who the previous service manager was or who Jeremy is. He said he did not know anything about the clips. He blamed me for not paying for them. He later found them and said they were not labeled properly. This was only after I got back out of the car to confront him on the other unresolved issues. The clips were then installed.

I asked him why I never received a phone call like promised and he said it was probably because they did not have my correct phone number. I know this is not true because during the service in July I received two phone calls from the Service Department. On this visit P. rode with me in the car and he was able to hear the noise. He told me to make an appointment for next week and he would take care of it. He told me at this time that he would check with Jeremy to see what was previously told to me. He promised to call and never did. At the end of this visit P. seemed to get his memory back and all of a sudden remembered who Jeremy was even after telling me he had no idea who Jeremy was.

On the next visit P. l never took care of the door and told me he again would only glue the seat. At this time he asked me to make a 4th appointment to meet with Upholstery Specialist in their service department. This was unacceptable after three visits and no solutions. This is what has brought me to write this letter. During this visit he never talked about fixing the noise in the door.

My husband and I are both Nissan Owners. Shortly after I purchased my vehicle he also purchased a Nissan. As a loyal customer of Nissan who trusted your Nissan Service Department I am only asking to be treated with respect and I expect you to do the right thing. I expect the seat damaged to be repaired. I brought the car in with no damage to the upholstery and left with a cut in my seat, which Jeremy confirmed was done during service. I want the seat upholstery to be replaced. I am not willing to accept having my seat glued when there was not a cut in it before I brought it to you for service.

Meanwhile, I spoke with an Upholstery Specialist on my own and he said that the Glue repair will be visible and due to the location of the cut there is no way to insure that the Glue will hold. Upon request, I will provide you with his name and phone number

Hope of Elizabeth City, NC September 1, 2007

I went to Alliance Nissan to look at cars on August 30, 2007. I found the car I wanted and was going to purchase it September 1, 2007 at 9 a.m. I was told by Mr. Riddick to come at this time to beat the crowd which would start to come in at lla.m. I was rushed to buy the car and I phoned a cousin who works at CarMax the night before so when I told Mr. Riddick this he got very defensive and told Barry(didn't get his last name) what I was doing Barry gave me a CarFax report which was one of three pages but only gave me one page.

I called my cousin and he looked up the VIN number hisself and they all got upset with me. The heavy set man(didn't get his name) who finances cars was very upset and told me we will be busy soon and tried to rush me also. When my cousin called me back he told me the car was in an auto accident between February and June of this year and do not buy it. When I told Mr. Riddick I would not buy that car but I will look at another car he said GET HER AWAY FROM ME!!! I can't take her any more. Then a hispanic man who works there told me to GET OUT OF HERE!!! If you are calling us liars then get out. By now the whole employee staff was out there but no one came to my defense. Barry didn't say anything the hispanic/indian man was yelling at me and I said this is how you all treat people when they refuse to buy a car? There had to be about 15 employees in the showroom area.

The finance man kept laughing the whole time to make me feel bad as Mr. Riddick and the hispanic were yelling at me. I kept my cool because I was alone. When I went back to retrieve my registration card I had left there, Barry gave it to me and he tore it when he snatched it off a folder. I took my brother with me who had to leave work because I was afraid they would gang up on me again. I am very upset and never been treated like this before. I was shaken and scared when I left and very upset because I didn't deserve that treatment and I did nothing wrong. I hope they never treat anyone else the way they treated me because it was demeaning and I felt harrassed and just wanted to leave there as quickly as I could.

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