Complain about a product or service

Hanlees Hilltop Nissan

Richmond

Charmaine of San Pablo, CA March 1, 2002

I purchased my 1999 Nissan Quest Minivan brand new on or around March 1999. I began having a noise that sounded to me to be coming from the brakes. I took my van to Hilltop Nissan several times (receipts that I have found are dated: April 9, 1999 – miles 1923, May 28, 1999 – miles – 4174, July 15, 1999 – miles 5806, there are more receipts that I cannot find) regarding the noise. On one or two times, one of the mechanics heard the noise. I assumed the noise was coming from the brakes and described to the best of my ability as brake noise and/or grabbing.

The dealer wrote it down as such and made quite a few attempts in repairs to my brakes. The noise problem was never resolved but continued. I contacted the Nissan Corporate office regarding the matter but the matter was still never resolved. I became extremely exhausted and frustrated and did not check into it any further because I felt that I was not getting any where. Although the dealer made numerous repairs to my brakes (thinking this may have been the problem), I have still had to pay for three brake jobs that I feel should have not happened. I could safely say that I have had six or more brake repairs to my van and I only have 49762 miles on it as of 2/28/02.

On February 15, 2002, I had brake repairs again and was then told that I needed left axle seal and rear main seal repairs done due to leaking plus a left outer CV boot replaced and new drive belts. I asked the service technician how is it that I have all these problems with my vehicle and my vehicle is fairly new. I asked the service technician could the problem that I had been having with the noise have anything to do with my having to replace the CV boot, left axle seal leakage, and rear main seal leakage. I was told no – my problem is wear and tear.

Also, for your information, I had planned on driving my van to Lake Tahoe to the snow and I asked the Hilltop Nissan service department if it would be safe—I was told, absolutely, it would be okay. From my research and understanding, if a CV boot is torn, it needs to be fixed immediately. Not to mention, if a CV joint fails, it can cause loss of steering control and if the joint locks up, it can prevent the wheels from being turned. IT SOUNDS TO ME THAT THE HILLTOP NISSAN SERVICE DEPARTMENT DOES NOT VALUE THE LIFE OF ITS CUSTOMER.

On February 28, 2002, I took my car to Sears for a brake inspection and was told that I need two front rotors, rear brakes, replaced shaft, and a left outer CV boot. I just received front brakes on 2/15/02 from Hilltop Nissan—why would I need rotors? Also, why wasn’t my rear brakes checked and evaluated at the time I received the front brakes? I informed the Hilltop Nissan service department that my brake light was on in the car—again, why weren’t the rear brakes checked.

I am totally frustrated with the service I have been receiving from Hilltop Nissan regarding the problems I have been having since I purchased my van. My purchasing my Nissan Minivan was based on the good quality of Nissan, but I have found it to be not true. I have exhausted myself due to the terrible service, not to mention the problems with my minivan.

I did some research regarding the noise that I had been having and found that the axle or CV joint should have been checked. Although I am not a mechanic, my findings of the noise that I assumed to have been brake noise may have been a bad axle or CV joint. See the following information that I found on the internet regarding the axle and CV joint.

How do I tell I have a bad Axle or CV joint? There are two major symptoms.

1. Noise when turning slowly - Drive the vehicle slowly in a car parking lot, do figure eight with the steering on full lock. Listen for clicking or grinding or a change in the noise level between left and right turns. It’s also easy to hear when you backup with the wheels turned.

2. Shudder or vibration during acceleration – This fault indicates excess wear of either the inboard or outboard CV joints. Further checks by specialist are necessary. Any of the faults listed above indicate that the shaft requires servicing. A bad axle makes a clicking sound when you turn the wheels when the car is in motion, but is quiet when you’re driving straight ahead. A clicking sound when turning is one of the classic symptoms of a worn or damaged “constant velocity” (CV) joint. The outboard joints make the clicking sound when they go bad.

The above information describes the noise I started experiencing around a month after my purchase. Did Hilltop Nissan ever check the axle or CV joint? NO, they did not. I am almost positively sure that had the Hilltop Nissan service department checked the axle and CV joint, I would not be having the problem that I am having to this date. I believe that the problem with my minivan is not due to wear and tear—I had a terrible problem that existed but was never checked.

After receiving such conflicting information, I no longer feel trustworthy of the competency of the Nissan dealership or feel safe driving my Nissan Quest Minivan. I am a single mother and I value the life of myself and three children. I am appalled by such poor business practices.

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