Barrie Nissan

Barrie Nissan responded

Hi Deb, Please accept my apology for not meeting your expectations. You were in yesterday for a repeat Air Conditioning issue, for which we unfortunately had to deliver you some bad news. Before I go further into explaining what happened and how it happened, I wish to ask that you give us a chance to resolve your issue, which at this point is not the case. Steve Ward is our Service Manager and he was off the first half of this week, unable to look into your issue. He will reach out to you today to see if we can create a solution that works for both of us. Please give him a chance to do so. In April we looked at your 2018 Rogue for a non-working Air Conditioning system. At the time we found there was no refrigerant in the closed, pressurized system and proceeded with the diagnostic test of adding UV Dye and filling the system. We run the system to pressurize it and look for leaks in 2 ways. An ultraviolet light is used to look for any evidence of the glowing Dye leaking out anywhere. As it takes time for the dye to circulate, it is not always immediately evident, especially when the leak is very small, so we also use a gas "sniffer" that can detect a refrigerant leak of the specific gas used... no leak was found at the time and we released the vehicle to you with working Air Conditioning at no cost to you. Had we discovered the leak in April, that we found yesterday, we would have had the same conversation at that time. The leak, which is still very small but was found due to the UV Dye having migrated out of a small corrosion pinhole in the high pressure line, would not have been covered by your extended warranty at that time, just as we reported to you yesterday. It has nothing to do with the expiration of your policy in the time since then, it has to do with the fact that the failure was due to "outside influence" from corrosion. We are sorry that this was not found in April, causing an inconvenience to have to come in again and not have air conditioning in the meantime. Since starting to write this response, Steve has reached out and spoken with you in hope of resolving your discontent. He has offered you a very large financial concession on the repair, not because of your threats to "expose" us, or because you're calling Nissan Canada, nor because of this Dealer Rater review, but because it's what we would do for any customer in the same position, given the opportunity to discuss this in a courteous and professional manner. The repair would have cost you $1106.82 plus taxes. As a Goodwill gesture, Barrie Nissan will absorb the cost of the refrigerant, labour to recharge the system, in addition to offering the parts at wholesale cost and labour at a reduced rate. The adjusted total cost to you, before taxes, will be $453.00. This is with original parts that carry a parts and labour warranty of 1 year or 20,000km, whichever occurs first. We sincerely hope this meets with your approval. Please advise what you'd like to do. Sincerely, Bjorn Surmann - General Manager

Barrie Nissan responded

Mr. Unhappy(sorry I don't know your real name), I am sorry to hear you don't feel that we stand behind our product or warranty. As I cannot determine the source of your dissatisfaction from your name or notes, please reach out to me directly to discuss further. We are always able to help people in some way, but we need a chance to do so. Please email me at: bsurmann@barrienissan.com and I promise to hear you out in hopes of finding some common ground to work on. Best Wishes and Happy Motoring!!

Barrie Nissan responded

Congratulations "DougMarg", and Thank You, for the great review!! Beth works exceptionally hard for her customers, and we are really proud of her achievements! Enjoy your New Murano, and see you at your first service... Best Wishes and Happy Motoring!

Barrie Nissan responded

Thank you for entrusting us with your business, and for sharing the great review about Mike! He is a rare gem in our industry, and we're happy to have him on our team!! Best Wishes and Happy Motoring!!

Barrie Nissan responded

Hi Lila, Please accept my sincere apology for delivering you a less than perfect car. Our team is not known to miss any detail, big or small, so it is disappointing to hear that you found this issue after delivery. Rest assured we will make it right for you. With regard to your financing, if you wish, we'd be happy to have our finance manager go over the details of the financial arrangements we were able to secure for you. Our goal is to provide you with REAL value, not gimmicks. We don't throw things in, or give away items, but we do give you the best value. We believe, "you get what you pay for", as there are no free deals, you always pay for it somewhere, you might just not know it because it was hidden in the price. We don't play that game. Please know that we will always be here to support you through the ownership experience. We have a truly amazing service team that will take great care of you, and always with a smile. Graham and Cameron are also here to help you with anything you may need, so don't be shy to reach out to any of us... we're here to help, not just sell you the car. The part that was scratched is on order(although currently back-ordered), and will be replaced as soon as is convenient for you. We will stay in touch to let you know when it finally arrives. Hopefully, after we have fixed the scratches by replacing the part in question, and answering any other questions you might have left, you might reconsider your score... A 2 is certainly not what we strive for, nor do I think we deserve that low a score, but of course, I'm a little biased. Our team depends on customer reviews, and we hope that when this is done you will see for yourself that we are better than that. Thank you for sharing, and let me know if there is anything else I can do for you at this time. Best Wishes, and Happy Motoring!! Sincerely, Bjorn Surmann General Manager - Barrie Nissan

Barrie Nissan responded

THANK YOU so much for the great review Ellen!! It was a pleasure helping you, and we look forward to keeping you happy in your new Murano... Best Wishes and Happy Motoring!!