I have tried hard to make this work with Cole Nissan Kia, - Nick M
I have tried hard to make this work with Cole Nissan Kia, but the habitual lying combined with the shoddy mechanic work has gone too far. I bought my vehicle new during COVID. I made the mistake of getting a 100,000-mile extended warranty through Cole Nissan Kia. In mid-August 2024, the cover of my cabin air filter box fell off into my glove box. I took it in and we noticed a plastic clip meant to hold the cabin air filter cover on the housing had snapped and was hanging loose. It isn’t a great design, but someone had obviously been working too fast and broke it. The mechanic came out with a screw and jimmy-rigged it back on right in front of me. By the time I got home, the cover had already fallen off again. At this point, it seemed clear that simply putting a screw in it would not hold the box on, so I was told that they would order the housing and have that replaced. I was told it was a labor-intensive job because the whole dash had to come off to replace the part. I asked if it was covered in my warranty and was told it was. I continued to inquire about the part in the coming weeks/months. I was told it had shipped but could take weeks to get to the shop. Around Oct 1, I was in the shop for routine maintenance and again inquired about the cabin air filter housing part. The people behind the counter looked at the computer and then looked at each other. They said they hadn’t decided what part was need, which obviously meant no part had ever been ordered since August. I had repeatedly been promised phone calls and updates whenever I called or came in and asked, and did not get them. I called around Oct 10. I asked to speak to the GM, Arturo. Apparently, he’d just had surgery and wasn’t available in the coming weeks. I asked to speak to the parts manager, Amanda…she too had just had a surgery, apparently. The guy in parts could not tell me if anything had been ordered. He said something about if it was backordered, they wouldn’t know. I asked if anyone even knew which part was even needed. He gave me a part number 27131EA000 (airbox assembly). I was given some higher-up’s number because the GM was in surgery. I left a message. The next day, miraculously, I was told by the service department that the part was actually in. I made an appointment for Oct 14. After bringing the car in, I was told that the mechanic could not “snake the part in” through the glove box, and it had to go in through the dash board which would take a day and a half. I set the next available appt on Nov 6-7. Feeling a little off about how the dealership had handled things, I made some Sharpie marks on the part that was supposed to be replaced. On Nov 7, after the car had been in two days, the service guy, Terrel called and said that the fix was complete. I inquired about how everything went with taking the dash off and back on…he said it went well. He went as far as to say that the new piece was an improved piece. I asked if the new part had the plastic clip that had broken off, because we’d agreed it was poorly designed. He said it did. When I got home, I took the glove box off and the part had never been replaced. The plastic broken part had just been snapped off and a new screw put in. The Sharpie marks where right where I left them. They’d just jimmy rigged a screw. I called and asked for the GM, Arturo. Somehow, he had been *again* in another surgery and wasn’t available then and for the coming weeks. I set an appointment with Craig, the sales manager and showed him the photos and told him the story. He was displeased with what had happened. I was called by the service manager and he said he was sorry for the miscommunication and that the fix was fine. I told him it was a repeated pattern of blatant lying, not a miscommunication. They had reset an appointment to go through my dash board to make the fix, acted as if they did, but never had. It wasn’t a miscommunication. He blew it off and said I could have 10% off of my next oil change and spark plugs.
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