Jackie Cooper Nissan - Service Center

Jackie Cooper Nissan responded

Update: Our recording of your conversation with our BDC agent did not have the statement 'we do not know what's in the factory warranty'. We gave you the same information that 'another dealership' gave you. We just did it without promising that your specific CV joint issue would be approved as we cannot promise something based on what another third party repair shop has told you. We were speaking to your specific need and not a CV joint in general, as it is only your specific issue that is important at this time. We are glad you found a source to satisfy your expectations and wish you well! BrickYardClassics, We understand your disappointment in how warranty process works. You informed us that you already had the issue diagnosed by an unknown to us third party. Nissan warranty will only allow a diagnosis to come from a Nissan certified dealership repair facility. We would have to diagnose the vehicle on site and then submit the results to Nissan for their review. You asked if we could assure you that the repair would be covered by warranty. We are not at liberty to make that decision in the Business Development Center, nor at the service advisor desk. Only Nissan warranty agents can make that decision based on the provided information from our Diagnostics. We assure you, we know the Nissan warranty program well, which is why we do not promise coverage before inspection or based on a third party inspection. We apologize that it wasn't something you wanted to hear but we are transparent in our processes and wanted to manage your expectations from the start. As you haven't been a service customer of ours before, we especially wanted to communicate the process. Third party repair facilities are not knowledgeable about Nissan warranty. If you change your mind and would like to proceed, please reach back out and we would be more than happy to set an appointment for the inspection. Thank you and have a blessed day!

BRICKYARDCLASSICS responded

THE QUESTION I KEPT ASKING IS A CV JOINT COVERED UNDER FACTORY WARRANTY? I HAVE WORKED FOR A DEALERSHIP FOR 20+ YEARS I UNDERSTAND WHY SOME ITEMS MAY OR MAY NOT BE COVERED. I NEVER ASKED TO BE ASSUREDED THAT MY CAR WAS COVERED BUT IS A CV JOINT COVERED UNDER A FACTORY WARRANTY.BUT THE QUESTIONS WAS IS A CV JOINT A COVERED ITEM. THE PERSON I WAS SPEAKING WITH SHOULD KNOW OR KNOW WHO TO ASK. WHEN I HUNG UP FROM YOU I CALLED ANOTHER DEALERSHIP AND ASKED THE SAME QUESTION-THE DIFFERENCE BEING THEY RESPONDED BY SAYING YES THE FACTORY WARRANTY WILL COVER A CV JOINT BASED ON THE MILAGE AND VIN I PROVIDED BUT EXPLANED UNDER SOME CIRCUMSTANCES IT MAY NOT AND EXPLAINED WHY IT MAY NOT BE COVERED-SO I TOOK THE CAR TO THEM-I LIVE BY YOUR DEALERSHIP SO IT WOULD OF BEEN CONVIENT BUT JUST NEEDED A STRAIGHT ANSWER. NOT THAT WE DO NOT KNOW WHATS IN THE FACTORY WARRANTY.ALL YOUR SALES PERSON HAD TO SAY WAS YES THE WARRANTY COVERS A CV JOINT BUT WE WOULD HAVE TO LOOK AT IT TO MAKE FOR SURE THE FACTORY WARRANTY WILL PAY FOR IT.

Jackie Cooper Nissan responded

Hi Rpeterson, Thank you for taking the time to leave us your feedback. Customer satisfaction is our #1 priority, and we’re always looking for ways to improve. Should you have any further inquiries, please do not hesitate to give us a call here at the dealership. We hope to work with you again soon. Have a great day! Sincerely, Chris Martinez, Director of Sales

Jackie Cooper Nissan responded

Hi Ronbrissey, We are sorry to hear about your frustration with the length of time it has taken to address your vehicle’s issue. While we do schedule an appointment time to bring in a vehicle for service, it doesn’t always mean that the vehicle can be seen right away. With the abundance of vehicles that need service, we do our best to accommodate the timing of our customers to drop off the vehicle. We have technicians working diligently to keep up with the demand and we do apologize that the diagnostic and the resulting service the vehicle requires couldn’t be done the same day as your scheduled drop off. If our communication on that timing wasn’t clear, we apologize for that, as well. We ask for your patience as our service department continues to deal with the overwhelming demand. We appreciate you! Sincerely, Chris Martinez, Director of Sales

Jackie Cooper Nissan responded

Hi, June! Thank you for the stellar review. We're delighted to hear that you left the dealership satisfied with our services. We hope to work with you again soon. Take care! Sincerely, Chris Martinez, Director of Sales