The relationship between a customer and a reseller is a very fragile thing. Every little mistake from salespeople or the service center can damage customer confidence and may ultimately force them to switch to another brand. It’s probably safe to say that Frank Statti, a Nissan Altima owner from Canada, won’t buy a new Nissan in the future, or at least he won’t buy it from the same dealership.
The backup camera on his 2017 Altima was faulty and he called the dealership, who told him he had to keep the car for a few days. Before driving the sedan to the dealership, however, he agreed to let his insurance company install a device to monitor his driving. This device also gave him access to a mobile application that tracks the car remotely and gives him information about its location.
When Statti checked the claim, he discovered the car was not at the dealership. “My first thought was maybe someone stole the thing,” he said. GlobalNews, and called the police. According to available data, the Altima was traveling well over the speed limit at one point, hitting 92 miles per hour (148 kilometers per hour). In addition, the car was 90 km from the dealership.
It turns out it wasn’t stolen – it was driven by a dealership employee. And if that’s not shocking enough, Milton Nissan didn’t apologize, and instead the owner of the car was blamed. They even told Statti that they were going to call the police because he was illegally following the employee.
“We had permission to bring the vehicle home. We informed that he was out of town and there are three witnesses to it, ”said Tim Hoogaars, the concession’s operating partner. “Sometimes if we can’t diagnose a vehicle, we’ll ask a consumer, ‘Can we drive the vehicle home to see if we can diagnose it overnight? It is not uncommon in the auto industry if you have a hard time trying to diagnose it. “
The whole saga unfolded about two months ago and Statti’s camera still isn’t performing as it should. Nissan Canada would arrange for the camera to be inspected by another dealership.