Complaint Description:
I took my 2001 Nissan Pathfinder to Sheehy Nissan on Wednesday August 3, 2003 for a repair because it was having overheating and engine cooling problem. After diagnosing the problem, one of Sheehy's technician informed me that, there is a leak in a couple of the hoses (caskets)and they needed to be replaced. On the morning of Friday August 5 2011, I was told my care was repaired and was ready for pick-up and I was charged a total of $1516.11. $1149.95 for labor and $301.00 for parts. Parts repaired according to the invoice were: Washer outlet, Gasket Manifold(3), Gasket Adapter, Hose water. When I left there, I was told by the technician that, the problem was fixed and the car should run without a problem. It was also explained to me that labor and parts are covered by the warranty. It is also stated on the invoice, that Nissan Sheehy honors the waranty for 12,000 miles or 12 months. However, after I left the shop, I drove for 10 minutes and the engine light came on. Shortly after that, the car started to overheat again. I called Sheehy and spoke to the same technician, and I was told to bring the car back. When I took it back, the technician saw that the car actually overheated and stated "I am not sure what else could be causing it to overheat." leave it here and I will find and take care of the problem what ever it is. I did not hear from Sheehy until Monday 5PM, the secretary called me to tell me that, the technician found another problem, "The swirl Valve Control" needs to be replaced and we need your permission to fix it since it it going to be an additional cost. I tried to explain to her that, since I am having the same issue as before which is "overheating" it should be covered by the warranty and I should not be charged any additional amount. She stated that even if I am having the same problem, since it is a different part if I don't agree to pay, it will not be fixed. At that time I asked to speak to a manager, or the technician for further explanation, but she replied they are gone for the day but I'll have the manager call you in the morning. However, I didn't get a call next morning from anyone, when I called the next morning, I was told the manager was in the meeting and the technician is busy working on a car and none of them could not come to phone. I waited till the afternoon and I called back and left a voice mail message for the service manager, requesting a call back but, I never got my call returned. I then called the general manager, and explained to him the situation and that I am experiencing a difficult time and receiving a poor customer service at their service center, he stated that, I have to pay for the new repair if I want my car repaired. He also said that, sometimes we may not find all the problems at the first time, this things happen all the time, therefore if you don't pay for the service, your car will not be fixed. If you don't agree to pay, you need to pick up your car and take it to somewhere else. I feel that the work that was done by Sheehy Nissan is incomplete and unsatisfactory. I also feel that Sheehy Nissan failed to honor the warranty that is stated on the invoice. If the problem was addressed properly, I should not have the same exact issue(overheating) a few minutes after leaving their shop. This negative experience has caused me a great deal of stress to the point that I am having a difficult time concentrating on my daily tasks. Thank you in advance for your support and assistance.
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