ComplaintsforNissan Extended Services North America (NESNA)

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My local dealership filed a claim with your company in Feb about a bad heater core. I bought my car May13,2019 with a 3 yr warranty from your company. I have no heat and you're refusing to pay for the fix. I have done all required maintenance on my vehicle so there should be no reason for refusal of paying for this. The dealership has told me that their warranty company would consider covering it but they need a letter of denial which your company also refuses to give. You have got to be the worst warranty company out there. We are going to do things right and record our next phone call and then contact a lawyer and sue for breech of contract especially since I am still paying for your **** warranty that seems to be useless.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/03/25) */ Hello and thank you for taking the time to notify us of your concern. Your vehicle service contract requires a mechanical failure of a covered component in order to be eligible for coverage. The reason that your claim was denied is due to the fact that there was no mechanical failure found to the heater core itself. The issue you were having was caused by a blockage in the cooling system. That blockage is not indicative of an actual mechanical failure of the heater core itself. Given this, we would still like the opportunity to make this right for you our customer and will be making a call to the repair facility to approve this claim. Let me know if you have any additional questions or feel free to contact me directly @ 1.800.********. Ask to speak to ****** *****. We hope this will restore your faith in our company and look forward to being able to assist you in the future. Consumer Response /* (2000, 7, 2022/03/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) The repair company and I have chatted. I am forwarding this to them and they will be in touch. I hope you will hold up to this. Thank you for responding so quickly. It's too bad to get a written denial I had to even file this complaint.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi I purchased a 2017 ******* ***** ** **** XXXXwith 70,000 miles, I purchased the extended 2 year warranty as well as gap insurance. Last month dec1 my engine failed bolts came loose and cracked my engine and the metal from the bolts helped cause the engine failure. I submitted the claim to my warranty company they came out inspected etc and said they will not cover it. They told me they do cover and would've covered the engine but they do not cover the screws and bolts In the engine. Like come on seriously the **** bolts! That is apart of the engine, what else is going to hold the engine together what else would you use to build a Engine??????? ..rubberbands?? The service advisor told me I was sold a Lemon and the bolts would've came loose regardless due to the bad manufacturing of the vehicle, I'm currently financing my car making payments as well as insurance, gap and warranty that I cannot drive. Please help me make ******* or the warranty company pay! This should be covered by either my 100,000 mile powertrain warranty or the extended warranty! I've only had my car 1 year, there's only 92,000 Miles on it! Either my engine needs to be fixed, exchange for another suv or contract void and refunded for down payment etc

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2022/01/07) */ Hello and thank you for taking the time to contact us with your concern. A claim was filed on your behalf by ******* of *** **** ****** on 12/16/21. A third party inspection company was sent to view and confirm the findings reported. It was found that multiple bolts on the camshaft actuator had come loose and sheered from contact with the timing cover. The bolts had disintegrated and fell into the oil pan to be distributed throughout the oil pan and engine. As of now the damage to the engine valve cover and subsequent damage from metal contamination has been found to be caused from the bolts sheering off and elongating the variable valve timing actuator bolt holes. The original cause of failure was the bolts that have backed out and sheered from backing out as there is no evidence of the bolt failure being influenced by anything other than a material failure of the bolt itself. Please understand that your vehicle service contract is a stated components policy. In order for an item to be eligible for coverage, the component of failure must be a listed and covered item. There is not an all encompassing *********** coverage for an engine. There are components within the engine that are covered that if were found to be the cause of a catastrophic engine failure, would subsequently deem the engine assembly as covered. Unfortunately bolts are not listed for coverage and specifically excluded per section 5.3 "What is Not Covered" I have included sections of your vehicle service contract which support our decision to deny your engine claim. 5 WHAT IS NOT COVERED/LIMITS OF LIABILITY 5.3 - Any nuts, bolts, fasteners, rivets are not covered except where required in conjunction with a covered repair 5.14 - Any incidental or consequential damages such as loss of the use of the vehicle or lost wages or lost business, storage charges, inconvenience or commercial loss, as well as any damage caused by a non-covered part, or to a non-covered part Your engine claim was denied as consequential damage from a non-covered component (failed bolts). Please let me know if you have any additional questions. Consumer Response /* (3000, 7, 2022/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not a mechanic and I purchased this car and your warranty under the impression and because I was told if anything happens to my SUV it would all be covered for the next 2 years or 96,000 miles whichever comes first, since I haven't reached either one of those something needs to be done and fixed for my car to get back drivable and working. I was lied to about coverage and this warranty and sold a car with a known engine recall as well as limited warranty even though I was told it's all covered. There was no fine print that stated you all covered only certain parts of the engine I was assured the whole engine/power train was covered! My service advisor told me he has been doing this job for over a decade and have never seen a warranty company deny a claim that should've been covered!If you will not cover my repairs and honor my extended warranty contract I would like a refund for the full amount I paid for coverage and I'll contact a warranty consumer lawyer, lemon law lawyer and the news stations so the world can be warned and award of the FINEEEEE print before they purchase your flawed warranties! Business Response /* (4000, 9, 2022/01/14) */ Thank you for taking the time to provide your response. your contract was provided to you as part of the signed paper work. The section that is being referred to in regards to your denial is not considered fine print as the font size is consistent throughout the contract booklet including the section pointed out previously. If you feel this issue was present prior to you purchasing the vehicle then please discuss this with your selling dealer. In order to cancel your vehicle service contract, you will need to contact the dealer from which you purchased the service contract and advise that you would like to cancel. You will be asked to sign a copy of the cancellation form and provide supporting documentation in order to process your cancellation.

• Initial Complaint

  01/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a email regarding the Nissan extended security plus warranty i paid $189.00 but i did not got any confirmation email or an paperwork been calling to cancel and get my money back been getting turn around i called them on December 27th i need my money back

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2022/01/07) */ Hello and thank you for contacting us with your concern. Your vehicle service contract has been cancelled and the payment was refunded to your credit card. Sorry for any inconveniences you may have faced. Let me know if there is anything else needed.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩