*** DO NOT TAKE YOUR VEHICLE TO THIS DEALERSHIP ***
* I have video evidence of everything mentioned below! *
Took my 2014 Pathfinder in because the transmission was "juggering" intermittently while driving on the highway.
I decided to drop the vehicle off before I went to work and pick it up afterwards since I don't work very far from this dealership, so I made an appointment for early in the morning on Nov 13th 2019 and dropped the vehicle off around 7:00 am as the day progressed I didn't hear anything back. Finally around 4:15 pm I called them and inquired about the status of my vehicle and was told that it was ready for pickup. I picked my pathfinder up around 5:00 pm after work, when I arrived I went up to the service counter and was told to go see the sales counter since they were closed.
The staff member at the sales counter didn't know much about what was done to my vehicle, all I was told it that it was an issue that was covered under an extended warranty. So I got my paper work and keys and went home.
Before I left the dealership I noticed that the fuel was down over a quarter of a tank; this seemed odd to me. Knowing that they took the vehicle for a test drive I decided to check my Drone module (command start and GPS tracking) and found out a few interesting things.
First, my vehicle sat from 7:00 am until 2:45 pm when they finally took it for a test drive.
Second, during the test drive the technician took my vehicle northbound on Broadmor Blvd, west on Petroleum Way and then back to the dealership. During this road test the technician drove 108 KM/H down Petroleum Way and 101 KM/H down Boardmor Blvd.
This was confirmed by my dashcam, see attached screenshots.
Third, upon returning from the roadtest the technician drove into the service bay at 2:54 pm and left my vehicle running until 4:25 PM. This explains the quarter tank of gas. Not to mention that for that almost hour and a half the technician can be seen eating him lunch (take out from Sobeys) while working on my vehicle.
The next day to their credit I did get a phone call from the service department to follow up with what was found during the testing - turns out it requires a new transmission; more on that later. Obviously I was not impressed with the way my vehicle was driven during the roadtest so I mentioned this to the service adviser, they apologized and said they would inform the manager.
A few hours later I got a call from the service manager apologizing for the incident and saying that if any tickets were issued during this time that they would take care of them. I explained how this is not an acceptable way to treat customers vehicles but he offered very little in response other then apologies.
Now back to the transmission issue, so my vehicle required a new transmission and this was a known issue with Nissan and it's covered under an extended warranty. I was informed that the repairs would take 2-3 days to complete and I inquired about a loaner or courtesy vehicle.
After the service adviser spoke with the manager she called me back and informed me that they do not offer any loaner or courtesy vehicles and that if I needed a vehicle they could rent one for me at a reduced rate of approx. $50 per day.
I went back and forth with them on this issue and stated that because it was a warranty issue and known to Nissan, coupled with the fact that they treated my vehicle the way they did I think they should cover the cost of the rental or provide me with a courtesy vehicle.
They kept refusing, saying it wasn't covered and they wouldn't provide one. So I took my pathfinder into the south Edmonton location with all the information and paper work from Sherwood Nissan and they are going to complete the repairs under the same extended warranty and will provide a courtesy vehicle at no cost.
As a nice added bonus I review the Drone and dashcam footage after they took it for a roadtest to confirm and they behaved professionally and respected my vehicle.