My comments are based on Ajax Nissan’s service department. I had no experience in dealing with people in sales.
In June 2016, I purchased a 2010 Nissan Rogue SL AWD from a private dealer in Scarborough. At the time of purchase the vehicle had 156,000 KM. After 2000KM, I started noticing sntrange things happening with the transmission. I searched online, and was surprised to read that CVT transmission failure was a common problem. I took the vehicle to my mechanic and I checked the transmission fluid level and found it to be normal. Mechanic suggested that since the vehicle is under warranty, I should take it to Ajax Nissan (a decision that I later regretted).
I dropped off the vehicle at Ajax dealership on Saturday and received a call from their service rep. Rick on Tuesday that Mechanic Alf reported that the transmission fluid was not registered on dipstick. Basically Rick was telling me that the vehicle was not maintained therefore NO WARRANTY. Alf lied because I checked the transmission fluid before taking the vehicle to the dealership. The transmission fluid and engine oil were also changed recently.
I decided to take my mechanic with me and visited the dealership again and requested to meet Alf. My mechanic showed Alf the receipt that fluid was purchased at Ajax Nissan and confirmed that he changed the fluid. Alf replied “well fluid did not register on dipstick what do you want me to do”. After Alf’s reply I decided to walk away and asked to speak with service manager Mike Leccese.
Mike promised to get back to me in 3 days; he did not. I called him, left messages, still no reply. I was able to get hold of him through page. He said he could not call me before because he had 120 emails to go through. After refreshing his memory about who I was, he promised to get back to me on the same day, which he did. His response was “vehicle has no history that it was serviced at any of the Nissan dealership, in short no loyalty factor, NO WARRANTY” when I asked him that it is not required by Nissan that vehicle has to be serviced by Nissan dealer, I offered to provide him service record. When I asked Mike what should I do, his reply was to call Nissan and he kept repeating like a parrot “call Nissan, call Nissan, there is nothing that I can do”. I found Mike hypocrite, least helpful.
I paid $360 and chalk this up to a bad experience.
I was not getting any help from Ajax Nissan or Nissan Canada. Girl at Nissan Canada told me that they have to go with mechanic’s verdict and no one can challenge mechanic’s verdict.
I decided to take my vehicle to Nissan dealer at morningside in Scarborough. Explained them what I went through at Ajax Nissan. 3 days later I picked up vehicle, new transmission installed. Great people with great service.
I decided to meet with general manager Jeff at Ajax Nissan and explained him what happened. He promised to call me back, which he did. Basically his response was that he could not challenge Alf’s verdict. When I told him that Mike told me that it was loyalty factor, his response was no difference and refused to credit me $360. I found Jeff a white-collar person not so much involved in service department, not equipped to challenge own workers, has no method of verification if people under him are telling truth or not.
Some mechanics avoid working on warranty work because they do not get paid as much as they would for non warrant work.
This was my experience at Ajax Nissan dealership.