Vicki Tompkins sent a message to Carlos Ghosn President and CEO, Nissan Motor Co., Ltd. email address that said:
In 2014, I bought my Aunts car from her. It was a 2012 Nissan Juke with approx. 5,000 kms. on it. Yes, five thousand. She drove it around the small town she lived in and out for a quick drive once a week to keep everything in good working order.
Since I have owned it, I have had the front and back brakes replaced before 30,000 kms. ($1,000.00), the muffler RUSTED out at 68,000 kms. ($1,000.00) and I just had a timing chain put in this month (November 2017) at a cost of $2,200.00 (incl. HST) at 88,000 kms.. Now, because the old timing chain caused engine problems, I have had to have a used engine put in ($5,500.00).
I was starting to get a bit annoyed, ok, a whole lot, when I remembered I had all my paperwork for ALL work done on my car. In 2014, I received a recall notice for a timing chain and had it done immediately. Hmmmm, yet it didnt show up on my recall list that was issued from head office. I called the dealership back and told them my car, indeed did get a recall notice. Why wasnt it listed? Oh because that recall was cancelled. I had the work done, it should have been on the list designated for my VIN, right? Oh, they would have to get back to me on that. I asked how long the warranty would be on that timing chain. 1 year, or 20,000 kms. Really? That just tells me Nissan does not believe in their product. So, Im out $2,200.00 on a 3 year old timing chain (my car currently has 88,000 kms. on it). 2 timing chains in 5 ½ years), plus the cost to get my engine cleaned out, which may or may not fix the problem. After much discussion, the dealership waived the cost of $550.00 and did the work. On 17th of November, I dropped off the loaner and continued on my way to my plans in Markham. As I exited off the 404 Highway and was stopped at the light to turn left onto Stouffville Sideroad, my car stalled and the ‘service engine soon light came on, on the dashboard. I was able to restart the car. Then, as I was at a stop light heading south on a very busy Warden Avenue about 10 minutes later, once again, the car stalled. I finally made it to my destination and called head office. No one could help me. All they would do is suggest I have the car towed, at my expense, to the dealership. That was impossible, as well as unfair. The dealership did not fix my car properly, so why should I pay for a tow? I was (at the time) the stage manager for a production at Flato Markham Theatre. If I had to leave, the show would not go on, and many paying patrons would not be happy, nor would my theatre group. Therefore, I had to wait until after the show was over (10:45 pm) and have a very nice couple from my theatre group follow me part way home (40 minutes north), just to make sure I was okay. At Harold Road and Highway 48, south of where I live, the stop light was red. Sure enough, my car stalled. Thankfully, there was very little traffic and I was able to restart the car and finish my trip home. Again, once I was in the driveway, it stalled. I called the dealership on Saturday and they suggested I get it down to them right away, BUT they dont have any loaner vehicles and they wont pay for the tow. I hung up, figuring that I would just have to drive my car back down to the theatre that night, very carefully. I had no choice. I would deal with this on the Monday. Then the service manager called from the dealership. She had found a loaner vehicle for me. I was to drop off my car and pick up the loaner before 6:00 pm. Done. That was Saturday. Monday around 4:45, the dealership called. They didnt have much news other than the same code was showing on the system, identifying the problem of debris in the engine. They hoped to know more tomorrow. On the 22nd, I recd a call saying I needed a new engine. $8,000.00 new or $5,500.00 for a used one with 53,000 kms. on it. The timing chain that had been installed 3 ½ years ago from the recall, had ruined my engine by dislodging the debris. So, a final tally, I purchased the vehicle in 2014, and have spent almost $10,000.00 in large repairs for this vehicle.
I am so frustrated with this whole scenario.
Nissan head office has refused to acknowledge the vehicles problems and defective products. Yasmin, who I have been dealing with, just keeps telling me the car is out of warranty so they cant/wont help me. All I was asking is why this case should not be reviewed as a unique case. She was extremely rude when I spoke to her on the 24th of November, to the point where she hung up on me. I will be lodging a formal complaint with head office this week, once I speak to her supervisor.
I have been a Nissan owner before, back to the Datsun days. This is my 3rd vehicle and I can tell you, it will be my last.
I do not trust a company that cannot back up their products. In this day and age, you would think that Nissan would take a bit more care to insure that their customers are less annoyed and inconvenienced.
Thank you,
Vicki Tompkins
1. Sent to Consumers Association of Canada 13 November 2017
2. Nissan Head Office
3. Sent to CTV News Pat Foran
4. Kathleen Bolton Attorney At Law
5. Better Business Bureau - Case# 1367068 (Ref#32-6464-1367068-3-205)
