Complaint Review: LEES SUMMIT NISSAN - 1025 oldham parkway Missouri

We take great pride in the way we treat our customers and our reputation speaks for itself.  Our dealership has won the Owners First Award of Excellence the past two years.  This award is earned by less than five percent of all Nissan dealerships annually.  Our Customer Satisfaction Index is one of the highest in the region. 

Our Warranty Forever Limited Powertrain Warranty program has been part of that satisfaction.  This program is provided to customers at no cost to the customer.  As the name implies, the program covers the powertrain of the vehicle for as long as the customer owns the vehicle, provided the customer follows program guidelines, which are provided to the customer, in writing, at the time of purchase. 

This customer apparently claims that they were not informed of the service requirements to maintain their Warranty Forever and that we are Liars.  This is not the case.

Here are the facts:

In 2012, this customer purchased a 2006 Cadillac DTS. 

At the time of purchase, Customer signed a form entitled Warranty Forever! Acknowledgement of Service Requirements.  This form states in part:

It is my understanding that the vehicle I am purchasing/leasing must be maintained at: LEES SUMMIT NISSAN 1025 SE OLHAM PARKWAY LEES SUMMIT MO 64081 or a service facility of your choice which has been pre-authorized by calling the Administrator at 800-810-8485 prior to receiving service.

I understand that all of the benefits offered under the Warranty Forever program will not pertain to the vehicle I am purchasing/leasing if I do not maintain my vehicle according to the manufacturers recommended maintenance schedule. 

In 2012, Customer also signed an agreement form, AGREEMENT NO. WFA xxxxxx DECLARATION/INFORMATION SCHEDULE.  This form contains a section entitled Maintenance Requirements which the customer must initial (initialed by Customer).    This section reads:

CUSTOMER MUST INITIAL   IMPORTANT NOTICE TO THE CUSTOMER

YOU MUST PERFORM THE MAINTENANCE ON YOUR VEHICLE AS OUTLINED IN MAINTENANCE REQUIREMENTS SECTION OF THIS LIMITED WARRANTY WITH THE SELLING DEALER OR A REPAIR FACILITY OF YOUR CHOICE WHICH HAS BEEN PRE-AUTHORIZED BY CALLING THE ADMINISTRATOR IN ORDER FOR THIS LIMITED WARRANTY TO BE VALID. FOR ADDITIONAL EXPLANATION, PLEASE REFER TO THE TERMS ON THE BACK OF THIS LIMITED WARRANTY.

There is also a section that reads:

You should read this Limited Warranty carefully. It contains all of the information regarding coverage under this Limited Warranty. There is no other agreement between you and us regarding this Limited Warranty coverage. None of our representatives, employees, dealers or agents are authorized to alter, extend, amend or modify the terms on this Limited Warranty.

By your signature below, you acknowledge that you have read this Limited Warranty, including the terms, conditions, maintenance requirements, exclusions, and claim procedure printed on the reverse side of this Limited Warranty.

The customer failed to follow the maintenance requirements that they acknowledged by their signature. As such, their Limited Warranty was voided. As you can clearly see by looking at the facts, the Customer was informed, in writing and on multiple occasions, what they were required to do in order to maintain their Limited Warranty.  The Customers failure to follow program requirements is the reason their Limited Warranty was voided.

Your forum provides an avenue for an aggrieved customer to voice their dissatisfaction. However, after looking at the facts, you will agree that the Customers were fully informed, in writing, what the service requirements were to maintain their Limited Warranty.