Tony Nissan

Our recent service with Tony Nissan has been unacceptable to include the interaction with our service consultant, Etta Nobriga. When we dropped off our vehicle I filled out a slip listing the problems th to include the interaction with our service consultant, Etta Nobriga. When we dropped off our vehicle I filled out a slip listing the problems the car was having with sensors on the dashboard: the tire pressure warning light randomly going on and off, the "distance to empty" gauge and the fuel gauge were not working properly. When Etta called the next day to discuss the deficiencies they identified, she stated that the only issue they found was the fuel gauge sensor and nothing else. I then asked about the tire pressure light going on and off and Etta stated that the computer was not giving them "the code" for that being a problem. She said it couldn't be a problem because the computer wasn't putting out that code. I was very persistent about the tire pressure warning light coming on and going off intermittently. She told me there was "nothing they could do" if it wasn't actually on at the time of service. But that if the light ever came on again to come back in. I told her that I'd rather have the problem dealt with now and not have to come back in again and that resulted in Etta recommending I try to fill up the tires with air. Ridiculous since I would assume they checked the pressure during service and because I reiterated to Etta that full or not, the light intermittently goes off and on and that this has been a problem for a while now. The conversation ended with Etta telling me again it wasn't a problem because no codes had come back in the computer for it. - When we picked the vehicle up the first thing we noticed was an overwhelming smell of gasoline. We chalked it up to having just filled up the car with gas. However, when I drove the vehicle the next morning, not only did the outside of the vehicle smell like gas, but there was an overwhelming smell of gas / exhaust being pushed through the air conditioner vents. Additionally, we took our son to a doctor's appointment at Tripler that morning in which we yet again experienced an overwhelming smell of gasoline both inside and outside of the vehicle. We called the service department to inquire as to why this was happening and Etta's immediate response was in the tone of "not our problem" as she stated "well, you chose not to get the fuel sensor fixed so it can't be as a result of our doing" which wasn't true, we did get the sensor fixed. Once I reminded her of the fact that we did decide to get it fixed, she then looked it up in the computer and said "oh yeah, you did get it fixed, you need to bring it in right away". I also told her that the tire warning light was yet again intermittently going on and off which didn't make sense since they said that no fault had been identified. - When we showed up to the dealership and met with Etta and readdressed the issues with the car, she grabbed a mechanic and said "hey, can you take a quick look at their car" and walked him out to a white Nissan XTERRA when I had told her over the phone and in person our vehicle was the black Nissan Pathfinder that had just been serviced and that she had spoken about in person to both my wife and myself. After she had the mechanic look at the other vehicle, my wife and I realized that she had no idea she had just directed the mechanic to the wrong vehicle and we had to re-direct the both of them to the correct vehicle. Sounds stupid I know; however, as an already dissatisfied customer, this provides a clear indicator as to what level of attention Etta was providing us after I had just spoken to her in person about what type of vehicle we had as well as what the problems were. If she couldn't pay attention long enough to hear me say what the vehicle was, how attentive was she to listening to what the problem was. Furthermore, when we began to question the issue with the tire pressure warning light, Etta admitted that she hadn't directed the mechanic to look into the tire pressure warning light issue. After reviewing the invoice, the bottom has a note that states "NOTE: owner says her TPMS tire light comes on and off. There are no codes stored.". What I don't know, especially after Etta admitted that testing hadn't been done, was if the test was done and nothing came of it or if the issue was annotated since we complained about it but that the testing was never done as Etta stated when we confronted her in person. Either way, the issue was not fixed even though we identified it in in writing when we dropped the vehicle originally as well as verbally and it appeared to just be neglected. While our vehicle was being looked at THIS TIME, interestingly Etta called stating that there was in fact a fault with the rear tire sensors that was going to be upwards of $600 some odd dollars to fix. Suddenly THIS TIME "codes" were coming back indicating a fault. Which would indicate that the test was never conducted the first time and that we were LIED to about it having been done in the first place. It is infuriating that we identified a problem and were told that it wasn't a problem when in fact it was. With respect to the gas smell, Etta brought out a mechanic who explained why we were experiencing the gas smell which was the result of a hose being put back on improperly, which caused an o-ring to not be seated correctly. Our question is: if a test drive was conducted post the repair how didn't they identify the issue when it was the first thing we noticed after getting in the car. Additionally, when we brought the car back in the final time we noticed the left brake light was out. Since we had been following each other in all our trips to the dealership we know it had not been out before. Odd coincidence or not, the service department returned our car to us with a burned out tail light (BESIDES the unfixed tire pressure gauge and the gasoline leak)! When we brought this to Etta's attention and how much this while experience had inconvenienced us and frustrated us, there was no discussion beyond how much it would cost to fix the bulb. We found her response to not be in good business practice especially given the inconvenience caused to us due to poor service. We spent almost an entire week dealing with this issue at a time when we could not afford to be down to one vehicle and constantly traveling back and forth to the dealership, especially since we live down in Ewa Beach because we are in the process of moving and have had to put aside multiple things that are of a higher priority in order to keep dropping off and picking up the vehicle. To say the least, this whole experience has been frustrating and less than satisfactory for both me and my wife. We met with Kale Kippen when we picked up our car to discuss everything that had happened and while very polite there was not an acceptance of the fact that Etta lied to us about the tire pressure sensor. If any of the phone calls are recorded I encourage you to go back and listen and see that I brought up the tire pressure light problem on multiple occasions and she said they looked into it and there wasn't a problem. Etta's defense was that she was trying to save us money and frankly I don't believe it. We also emailed the customer satisfaction representative Angela Henry and we never heard back. Which is why it was hilarious to get this standard form email today saying how important customer satisfaction and loyalty is to Tony Nissan and to please let them know how we did. Well our service was poor, our experience laughable and the response from Tony Nissan was none. More