Subject: Formal Complaint – Nissan Carson City Misconduct and Warranty Mishandling
To Whom It May Concern at Nissan Consumer Affairs,
I am writing to formally lodge a complaint regarding the unacceptable, unprofessional, and deeply troubling treatment my family received from Nissan Carson City following the purchase of a certified pre-owned 2019 vehicle and an extended warranty sold directly through their dealership. We paid thousands of dollars for this warranty, trusting it would provide protection and peace of mind. Instead, we were met with repeated failures, misrepresentation, and outright disrespect.
Major Mechanical Failure
Just one year into ownership, the vehicle’s transmission failed without warning, leaving my husband stranded on the side of the road. For a certified pre-owned car with low mileage and minimal use, this type of failure is alarming and unacceptable.
Warranty Breakdown & Towing Dispute
When we contacted the dealership to initiate a warranty claim, we were told repairs could only be performed at Nissan Carson City. Although towing coverage was included in our warranty contract, the warranty provider claimed they could not locate our coverage—forcing us to pay out of pocket to tow the vehicle from another city.
Loaner and Rental Car Failures
We requested a loaner vehicle to minimize disruption, but this was denied. We then used the warranty’s five-day rental coverage, only for repairs to drag on for months. Three weeks into the rental, we were suddenly told that coverage would only apply if the vehicle came from an Enterprise in Carson City—over an hour from our home. This critical condition was never disclosed at the outset, resulting in substantial out-of-pocket rental costs.
Poor Communication & Managerial Neglect
Throughout the process, communication from the dealership was minimal and inconsistent. Calls were rarely returned, updates were vague, and we had to chase down basic information. I left a detailed voicemail for Fixed Operations Director Nathan Snell outlining the financial hardship and requesting reconsideration for a loaner. He never returned my call—instead, I was sent back to the same service advisor who had already denied assistance.
Damaged Parts, False Promises, and Final Hostility
When the warranty claim was finally approved, the replacement transmission arrived damaged, causing more delays. Multiple times, we were told our vehicle was ready, only to drive an hour—on two separate occasions—and be told otherwise. On our final attempt, just minutes from the dealership, we were informed the car would not be released because the warranty company still owed $400. This internal matter between Nissan and the warranty provider resulted in us being punished as paying customers.
When I spoke directly with Mr. Snell, he yelled at us, told us to “come get the car and NEVER COME BACK,” and hung up on us. At pickup, we were refused receipts or proof showing our balance was paid and the matter closed.
Financial & Emotional Harm
We complied with every requirement, paid for the warranty in full, and endured months of delays—resulting in thousands of dollars in rental costs, fuel, travel fees, and unpaid time off work. The dealership’s actions reflect a complete disregard for customer well-being, fairness, and the Nissan brand’s reputation.
Request for Investigation
I am asking Nissan Consumer Affairs to fully investigate Nissan Carson City’s handling of this matter and take corrective action to ensure no other family experiences the financial, logistical, and emotional harm we have endured. This was not a matter of mere inconvenience—this was a systemic failure and an abuse of customer trust.
