On 8/21/2016 my wife and I purchased a new Nissan Maxima with the typical 3 year/36,000 mile warranty from the Autocom Nissan facility in Oakland, California. Since we are seniors and wanted to avoid unanticipated expenses while we were thousands of miles from home, we purchased an extended warranty for an extra $2,985. Our regular mechanic told us the battery was defective and that Autocom Nissan should replace it under warranty. Autocom Nissan said it was fine so we had to buy a new battery. Our passenger power seat worked only intermittently so Autocom Nissan took the seat out and disassembled it. They blamed the problem on the seat covers we had installed and tried to charge us $500 for a warranty repair. We took the disassembled seat to the place where the seat covers were installed. The seat upholsters said that our seat problem is very common and is almost always remedied in under 5 minutes without disassembling the seat. They charged us $100 for reassembling the seat and installing it back into the car. There was also a clicking sound coming from the front end. Autocom Nissan diagnosed the problem as a failing wheel bearing and said the sealed wheel bearing unit had to be replaced. Autocom Nissan then called to say that Nissan the manufacturer would only pay for them to break open the sealed wheel bearing and lubricate the bearings so we wouldn’t be annoyed by the “clicking sound.” Autocom Nissan assumed we wouldn’t realize that the sound was a symptom of a larger problem. A dead battery is a pain. An on again off again power seat is annoying. But a defective wheel bearing is life or death.
Responding to our initial email, Autocom Nissan General Manager Andress Sharza pretended that he was “new” so that he couldn’t be responsible for the representations that former salespeople made when the warranties were purchased: “I cannot say what happened at the time of your purchase or what the salespeople said.” In fact, we discovered that he was the sales manager during the time of the sale; moreover, the representations have nothing to do with Autocom Nissan’s refusal to honor our warranty since these problems are universally covered. In 2 emails Mr. Sharza never challenged the facts of our complaint. In the first email he admits “you got the best warranty we offer,” while in the second he suggests we have no warranty: “I can try to assist you in some partial repair cost.”
Clearly from the email exchange Mr. Garza has no intention of honoring our original warranty so, if our dealership won’t honor our warranty, we have no warranty. And even if he would change his mind, this dealership is too incompetent to remedy the simplest problem.