Consumer complaint received 2019-03-05
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: TN
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
My vehicle was picked up by XXXX XXXX XXXX  XXXX on XX/XX/XXXX per NMAC orders. Car was operating perfectly fine before pickup. After day four of being at XXXX XXXX XXXX  XXXX the vehicle was transferred to XXXX XXXX XXXX. Nissan gave me 10 days to pick up my car and I was not notified by no one that the was transferred somewhere else after day four. I had to find that out by myself. Nissan said in their policy the car can get transferred to a auto auction anytime during those 10 days. I paid the monies to reinstate the vehicle on XX/XX/XXXX. I was told that I had until XX/XX/XXXX to pick up the car from the auto auction. I went to pick up my vehicle from XXXX XXXX on XX/XX/XXXX only to find out the vehicle is not operating. Supposedly between XXXX XXXX XXXX XXXX and XXXX XXXX someone tried cutting keys for the vehicle causing the vehicle to not start. I was at XXXX XXXX on XX/XX/XXXX for 2 hours while they tried fixing the problem and they were not able to fix it. The car will not start with the master key either. At XXXX they refuse to give me something in writing stating that I was there and they tried fixing the vehicle for 2 hours and the end result is that the car is not working. At first they told me they're the ones that cut the keys then they said it was XXXX XXXX XXXX  XXXX. At XXXX XXXX XXXX they treated me like XXXX. At first the supervisor said he was going to send Nissan a email letting them know the car is having issues and he was going to print and give me a copy, then he said he can not give me anything in writing. It was after hours on Friday XX/XX/XXXX so I had to wait until Monday XX/XX/XXXX to contact Nissan. No one from the Auto Auction contacted Nissan to let them aware of the situation on hand either. My entire experience with Nissan throughout this process have be very sickening. Nissan representatives showed no care, concern or tried to help. I informed them of what happened and they gave me a XXXX number to call so i can file a claim. When I contacted the Claims department at XXXX XXXX I was told they will only investigate what happened at XXXX XXXX XXXX XXXX, but not anything that happened at the Auto Auction. I was sent a claim document to fill out and send back and I did complete it and send it back along with a copy of the video from the auto auction attached. I contact Nissan on XX/XX/XXXX around XXXX XXXX and spoke with a supervisor because at this point I am out of patience. I paid to reinstate my car loan and still without a car. I explained everything to the supervisor and of course she did not seems to have any concerns. I ask if there is a way they can provide me a back up car while they're doing their investigation. I was told no they can't help me in that situation. The supervisor said she will get with her manager to see if there is anything they can do and follow up with me on XX/XX/XXXX. She called me back on XX/XX/XXXX at XXXX XXXX  and said she contacted the auto auction and was told the issue with the car is a battery issue. I then asked her how it is going from a re-keying issue to a battery issue. I advised her that I was at the auto auction for 2 hours and they said they tried to charge the battery and that was not the issue, but they're saying it is now. I informed her that I don't feel secure taking the car from the auto auction without a mechanic looking at it and making sure it is in fact a battery issue. I was told Nissan can't do that either. I will have to file a complaint with the auto auction.She of course sounded like she believe the auto auction over me. She said the auto auction wants me to make another appointment to pick up the vehicle. I asked her if I take the car home for a couple of days and it stop working what is going to happen. She said I will have to file complaint with the auto auction because Nissan is not responsible. At this point I feel so lost. Nissan just throw me out there in the woods and want me to handle this myself. I am so confused and this is causing a me a lot of stress because I paid for the car and don't have a working car and Nissan just don't seems to care. I did mentioned to the rep that it is my fault why the car got reprocessed, but its not my fault why I was unemployed and had to default on my loan. I also added that it is not fair that they picked up my car in perfect condition and now the car is damaged they don't want to deal with it. I been with Nissan since XX/XX/XXXX and they have the worst customer service ever. My entire family got their cars from Nissan and I will never ever purchase another car from Nissan or ever recommend anyone to a Nissan dealership. Customer service comes first and when your company instill those values into their employees, they usually go above and beyond and in this case Nissan has not met these expectations. I expected as a consumer you are to be treated with dignity and fairly and my experience with Nissan took that away from me.

Company response to consumer: Closed with explanation