I bought a used pick up truck on Nov 14, 2023 and - Jodi
I bought a used pick up truck on Nov 14, 2023 and purchased an extended 3 year/36,000 mile warranty with the understanding that if ANYTHING happened to the engine, the warranty would cover it. On Oct. 25th, 2024 a major issued occured while driving over 1000 miles away in the state of Florida. The auto repair shop contacted the warranty carrier and was told that the issue with the truck wasn't covered under the warranty. The EGR valve and coolant kit had gone bad and the price to fix it was about $3000. After leaving phone messages with Buchanan without a return call, I flew to Pa. I spent close to 3 hours at the dealership that day and left without receiving any help at all and the understanding that the repair would have to be paid for by me. Then I spent many hours over many days speaking/emailing Nissan corporate as there was a recall with the EGR system with Nissan Titans 2017 which is what my truck is. I found out that only certain VINs were included in this recall and mine wasn't one of them. I still don't understand how Nissan can only back a few and not all trucks experiencing that problem. Before flying back to Florida, I stopped by to speak with the person that sold me the truck and the warranty along with the manager that I had spoken with previously. Both were unavailable at the time. A man walked up to me and asked if he could help me. I explained that the people I wanted to speak with were busy and he said he would be happy to try to help me. I told him it was probably best if we spoke in an office so we went into an empty office. I then explained the whole situation and how I felt about it. I did not yell or curse though I felt I had every right to. He asked me if I could wait a few minutes while he looked into the situation. Within 20 minutes he was back. He told me he needed to look further into the situation and asked when I was leaving for Florida. He told me he would contact me before I left and he did just that. Chuck, whoever you are there and whatever your position there, you made a difference in my life. You and Seth both!! Buchanan stepped up to the plate and did the right thing. They paid the repair bill themselves and were working with the warranty company to get reimbursed their expense. I cried that day in front of Chuck. I cried when Seth called me and gave me the final news. And I still get choked up when I think about them and the difference they made for me. I don't know why there was such a difference between my 2 visits-the first visit being so negative with me getting stuck with a $3000 bill and my second visit being so positive and the company stepping up to the plate and doing the right thing. The Nissan dealership service center in Florida even commented on how Buchanan went above and beyond with my situation. I would hope that all Buchanan employees learn from this situation-it would ensure repeat customers for life in my opinion.
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