Complaint for one Service Center, Compliment for another
EDGWOOD/BEL AIR, MARYLAND -- Copy of Registered Letter sent to Nissan Corp. HQ:
13 May 2008
RE: Complaint and Compliment
I have a 1994 Nissan Sentra that had been serviced on 6 July 2007 at your R. Stempler Nissan location - 2801 Pulaski Hwy, Edgewood, Maryland 21040 (now closed due to bankruptcy) for its belts and brakes. I had no complaints at that time with the service.
Today, 13 May 2008, at 9am, I brought that same 1994 Nissan Sentra to your Bel Air Nissan Subaru - 1506 Bel Air Road, Bel Air, Maryland 21014 for service on its belts. It was also suggested that the 2 rear tires be replaced which we agreed to.
The older front tires where moved to the back and the 2 new tires were placed on the front.
We picked up the car at 7pm. Upon driving the vehicle home my husband and I notice a loud ‘clanging’ sound from the right front tire. This was a sound that was not there before. We called Bel Air Nissan Subaru back and told them that we were bringing our car back because of the sound.
I had a technician (the same one that worked on our car) drive with me so that he could hear the sound.
He stated that he did hear it and that it was not a real problem (that it was from mounting the new tires) but that he could clean the brakes again and that he had checked the breaks and that they were fine.
I stated that I would definitely want the car fixed so that it did not make this sound. The car was then taken back to the shop to have the tire removed and the brakes cleaned.
I was then told by the manager, Carol, that the front right brake pad was bad and needed to be replaced. She showed me the brake pads and that the wear was different on them. That the technician had checked one pad and it looked fine so had assumed that both were fine. She apologized for this.
Carol stated that brakes should not wear unevenly and that whomever worked on the brakes before them had not adjusted them correctly. This, of course, was R. Stempler Nissan.
She was nice enough to not charge for labor (I still had to pay for parts) and gave us a rental car for free.
In these tough economic times, a surprise cost of $300.00 for brakes that were incorrectly repaired only a year ago is not a very pleasant surprise.
I am *very* upset with R. Stempler Nissan on this issue. Unfortunately I can not complain to them as they are no longer in business so the only thing I can do is complain to the main company. If I could, I would recover my expense for the incorrectly installed breaks and lecture them on the safety issue this may have caused.
I am pleased with Bel Air Nissan Subaru with how they handled this situation. Dee apologized for the problem (not checking both brake pads) and did what she could to rectify the situation (no labor charge and a free rental).
In closing, I would be happy with an apology from someone from corporate upon R. Stempler Nissans behalf.
I would be ecstatic if corporate could refund my $300.00 (to my credit card or in the form of a gift card) for the brakes that had to be redone because of R. Stempler Nissans negligence.
I look forward to your response.
Mrs. Veronica L. Childers