Chico Nissan

To Whom It May Concern,

I recently brought my wife's 2017 Nissan Pathfinder in for diagnosis of a flashing airbag light. We dropped off the vehicle late Thursday night. By the end of Friday, we had not received any information regarding the issue. On Sunday afternoon, we called and were informed that the suspected problem was with the driver's side curtain airbag, with an estimated repair cost of approximately $1,500.

On the same day, we visited the dealership to explore the 2024 Nissan Pathfinders. We indicated that our vehicle was in the shop and that we were merely browsing. After a test drive, the dealership collected our information for a potential purchase. For context, we have purchased three Nissans from this dealership and have generally had positive experiences, aside from one finance manager.

By Monday, we had still not received an update about the repair. On Tuesday, facing challenges with sharing a vehicle, we called for an update. We were then informed that the issue was not the driver's side curtain airbag but the driver's side seat airbag, with the repair cost now increased to $3,200. Given our immediate need for the car, my wife chose not to proceed with the repair. We retrieved the vehicle, paying only for the diagnostic fee.

Subsequently, I conducted my own research and found several YouTube videos on clearing the airbag code. I also came across a Nissan service bulletin detailing the code-clearing process. After inspecting the vehicle's wiring and connectors, which showed no damage, I followed the code-clearing procedure, successfully turning off the airbag light, which has remained off.

I have the following concerns:

1. Why did the service center not attempt this solution?
2. Why did the repair estimate escalate from $1,500 to $3,200?
3. Was there an attempt to influence us towards purchasing a new vehicle?

As a loyal customer who has previously purchased three vehicles from your dealership, I find the lack of transparency and communication concerning. It appears that both the service and sales departments may not have acted in our best interest. This experience has affected my trust in the dealership. As a building engineer with technical expertise, I found the situation particularly frustrating. Consequently, I will be reconsidering where I service and purchase vehicles in the future.

I hope this feedback is useful for improving your customer service processes.

Sincerely,
Matt H.

Frank in the Chico Nissan service department has been great to work with thusfar on a minor warranty claim. I am new to Nissan ownership, but if the service continues to be this good, this will not be my last vehicle from Chico Nissan.