Complaint Review: Nissan NA

Nissan N.A. Carlos Ghosn, CEO P.O. Box 685003 Franklin, TN 37068 Dear Mr. Ghosn, I currently have a 2004 Nissan XTerra which I purchased brand new from AutoNation Delray in Delray Beach, FL. Prior to this I had a 2000 Nissan XTerra which I also purchased brand new from the same dealership. I have always brought my vehicles in to that dealership’s service for any service and scheduled maintenance. I have put several thousand dollars into this 2004 XTerra in service and maintenance. I am now how two separate issues with this vehicle which is not due to neglect on my part whatsoever, rather the issues have to do with the quality of workmanship and the products from Nissan N.A. Problem number 1: The inside of the rear passenger door has two rust spots. One is so bad that is has eaten away the car and there is a whole. This can only get worse. I looked at all the other doors and the trunk area and this is the only place where this rust and corrosion is occurring. I first took it to a body shop to inspect. They want $400.00 to repair. I then called Nissan N.A. to tell them and I was given a case #18588971 and told to do three things: 1. Bring the vehicle into my local Nissan body and collision shop and get the name of the advisor. I did. I saw Tom Gamlin at the AutoNation Collision Center at 1311 Linton Blvd. Delray Beach, FL 33444 2. Get a diagnosis code. I did, it is ZD91 3. Get the estimate for repair/replacement. I did. Nissan wants $1,685.51 for the repair. They also said they will have to keep my vehicle for approximately 10 days. I also had them look at the front grille which has turned a color that I cannot even name. It is a grayish/yellowish color. The estimate of repair/replacement for this is $334.13. They would be able to do that in one day. I have looked around at many Nissans and see the same discoloration on the front grille. My neighbor’s XTerra has it and I just saw a car parked near mine at the mall, same year, model, etc. same problem. This is a definite product defect! How can Christy from your regional office tell me: “This is normal wear and tear?” on both the rust spots and the grille? If this is normal wear and tear, I promise you, this will be the last Nisan I ever purchase. I will try to upload the photos to attach, if I can’t, I will mail them in a separate letter. If Nissan does not plan to help me with these issues, I will escalate them to the Better Business Bureau and possibly to my local news station. We will then see how many more will come forward with that grille problem. I don’t know how many others have the rust/corrosion issue, but I am sure you will find out. I should print up flyers and put one on each Nissan XTerra that I see with a discolored front grille. The body shop that originally examined my vehicle said they can do the repair of the rust for $400.00 and my car would be tied up for only two days. I would be willing to go that route just to have it repaired and to not have the rust/corrosion eating away at my vehicle. As far as the grille goes, that should be done by Nissan Collision since it would need a genuine Nissan parts grille and the car would only be tied up for a day. Back in 2011 I had a problem with the headliner inside the car falling down. Nissan wanted $800.00 to repair and I found someone who does this for a living and he repaired it for $175.00 plus tax. Again, with this repair Nissan’s price is quadruple the price of the body shop: $400.00 vs. over $1,600.00 Please advise me as to what Nissan is going to do to have customer retention vs. a dissatisfied customer. I know I am “out of warranty” which Christy from Regional office told me about seven times or more. That is not the issue here. The issue is that I take pristine care of my vehicle and these two issues are product defects from Nissan. May 8, 2015 Heather, an Executive Specialist" from your Executive Office just called to tell me that she is: "Sorry for my frustration, but your car is out of warranty and there will be no good will repairs by Nissan." and "Your rust and your grill are normal wear and tear." If this is the consensus of Nissan's Executive Offices, I want to tell you that I would be a fool to ever purchase another Nissan.