Complaints

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• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/15/23, I had my car towed to Nissan of Lexington Park due to a grinding, cracking, ticking noise and loss of power at accelerating. They stated the issue was a leak from the transfer case and recommended it being repaired. I authorized repair & picked up my car 5/18/23 paying $1,900. Starting 5/22/23 I started calling them and explaining that I was hearing and feeling the roaring, grinding, clicking noise and that my car felt accelerated (when I let go of gas it would not slow down like it should). I took it back in and was told the "right side axle was bent when dropping the transmission". They ordered the axle and it arrived on 6/6/23. They replaced the axle at no charge. A few days later I called them again and explained that the issue was still happening. I was hearing and feeling the roaring, grinding, clicking noise and that my car felt accelerated (when I let go of gas it would not slow down like it should). I took it in again and drove with the tech and expressed same things to him while on the drive. This day it took 3 and a half hours stating "it was hard to diagnose but the left axle needs to be replaced". 6/19/23 They kindly said they would order it and replace at no additional charge. During all of this calling and taking my car in I'd ask if safe to drive because I had multiple trips to take. And I was told yes. On 6/22/23, I traveled to New Jersey and car broke like it did 5/15/23. I had to tow it to the nearest Nissan Dealer. This dealer states the whole transfer case needs to be Replaced costing $6,000. They diagnose "No fluid" was put in when it was repaired 5/15/23. Not understandable how I was able to drive almost 4,000 miles like this. Nissan of Lexington Park won't admit there was a mistake made at repair. My car is stuck in New Jersey and I have incurred transportation costs ever since. This same Nissan changed my radiator 2 years ago and I had to take the car back immediately because they forgot to put coolant in the new radiator. 

  Business Response

  Date: 07/13/2023

  The vehicle in this complaint was towed to us on May 15, 2023 for a transmission fluid leak and the vehicle was making noise on acceleration. The vehicle is a 2015 Nissan ********** with 183990 miles at time of write up. The vehicle was diagnosed with a transfer case leak(pic attached) not a transmission leak, and the right axle was in need of replacement. We wrote an estimate to reseal the transfer case to address the leak and replace the right axle to address the noise.  An estimate was provided to the customer of $2204.43. Customer requested a discount which we provided and completed all the repairs for $1971.86. Vehicle was returned to the customer. On May 26, 2023 the vehicle returned with a clicking noise which we determined was coming from the right axle we had previously replaced. The mileage at that time was 184989. We replaced the right axle again under a parts warranty because the new part failed(no charge to customer). The vehicle then returned June 17, 2023 making a loud grinding/rattling noise. The mileage at this visit was 187652. It was determined at this time that the left axle was failing(we have a video of the failure, but I cannot attach it to this complaint). We explained to the customer that the left axle needed to be ordered and customer would have to return for install. In the meantime the customer took the vehicle out of town to New Jersey and had an internal failure of the transfer case. We were told that we did not add fluid to the transfer case when we resealed at the end of May. The vehicle currently has over 188,000 miles and has been over 4,000 miles since we did any repairs to the transfer case. We feel there is no way a vehicle was driven over 4,000 miles with no oil to keep the internal transfer case components from overheating. They would have been contacting metal to metal with no lubrication. My Nissan Master technician feels a catastrophic failure would have occurred within the 50 miles of use. We do not feel the failure has anything to do with the reseal job we completed over 4,000 miles prior. If you have any further questions please don't hesitate to call me at  ************.  

  Customer Answer

  Date: 07/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  An internal failure happened due to the lack of fluid in transfer case. See the diagnosis from another certified technician. Nissan of Lexington Park hasn't reached out to ******************* Nissan to even try to figure out what happened. I continously keep reporting there was an issue with he same symptoms as when I first took the car in. The reseal job should have been reevaluated due to the many complaints.
  
  Regards,
  
  **************************
  
  
  
  

  Business Response

  Date: 07/18/2023

  Nissan of Lexington Park stands by our prior statement that the transfer case would not have lasted over 4,000 miles with no lubrication. We don't feel responsible for the internal failure of the transfer case. We did not replace any internal components in the transfer case. Thank you 

  Customer Answer

  Date: 08/01/2023

  It's unexplainable how the fluid that was put in disappeared. Signs show there was no fluid in the case but even if it was added at the reseal it must of leaked out and cause the internal failure. I took the car multiple times complaining about the same issue. I have attached the invoice from the repair.  It clearly states "remove and reseal transfer case along with one items for internal components". 

   

  Customer Answer

  Date: 08/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  That is not what is stated on the receipt of services performed. The internal failure was due to the lack of fluid on a case that your company resealed. 
  
  Regards,

  **************************