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Complaint Details
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Initial Complaint
12/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a 2019 Nissan Murano in December 2019 from Clay Cooley Nissan. The vehicle came with the standard 3 year bumper to bumper warranty, and I also purchased an extended warranty. The vehicle has only 4000 miles now. During the week of November 29, 2021, I noticed a separation of the of the bumper from the front quarter panel on the drivers side of the vehicle. I took the vehicle to Clay Cooley service on Thursday December 2nd to inspect this separation. Not receiving a call back by end of day Friday December 3rd, I called and was informed the bumper had just popped out and they pushed it back in. I arrived on Saturday December 4th to pick up the vehicle, only to be informed that separation was due to broken clips and was presented an estimate for the parts at close to $400. I asked why it was not covered under warranty but was informed the warranty only covered mechanical problems. Due to time restrains, I had to call Clay Cooley service department Monday December 6, and was then explained it was not covered under an extended warranty or that I must of hit something to cause the separation and should file under my insurance. The service manager suggested same. After hearing 3 different versions of whether there was a warranty and Clay Cooley blaming me for the separation (with no physical evidence to support the vehicle was involved in an incident to cause the separation.) It is apparent that Clay Cooley is not honoring the 3 year bumper to bumper warranty.Business response
01/14/2022
Business Response /* (1000, 5, 2021/12/08) */ Spoke to Mr. ****** this complaint is filed against the wrong store. This complaint belongs to **** ****** Nissan of Irving ***** E ******* Fwy, Irving, TX XXXXX). Consumer Response /* (3000, 7, 2021/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The proper **** ****** is XXXXX *** Freeway, Dallas TX XXXXX Business Response /* (4000, 9, 2021/12/14) */ I spoke to Mr. ****** and he is going to bring the vehicle in and I will personally oversee the repairs to his vehicle. Consumer Response /* (2000, 11, 2021/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Mr Larry W**** agreed to repair vehicle and personally oversee the repairs. Complaint withdrawn.
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Customer Complaints Summary
63 total complaints in the last 3 years.
24 complaints closed in the last 12 months.