Consumer complaint received 2017-06-14
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: NC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
To whom it may concern : I purchased a brand new XXXX XXXX XXXX from XXXX XXXX XXXX in XX/XX/XXXX. I had leather seats installed shortly thereafter. When I turned in my vehicle to have my seats installed, I left it with my second key. When I picked up my vehicle, my second key was not returned. Because I had the other key, I did not realize that they had not returned the other key until I was contacted, about two months later in XXXX XXXX, by their service department telling me that my key was at the dealership and that I could come pick them up. <P/>When I came to retrieve the keys no one could locate them. I spoke with the salesperson who sold me my car and he said that he would make sure that my keys were located and then mailed to me. He also said that, if the original keys could not be located, that he would make sure a new pair was mailed. To date, I have not received the keys in the mail. <P/>Unfortunately, due to some personal circumstances, this situation fell off of my radar until recently. <P/>I recently went back ( in XX/XX/XXXX ) to inquire about the status of my keys. I spoke with the manager on duty who advised me that I needed to contact the owner loyalty manager and he gave me a business card for her. I called onXX/XX/XXXX, asked to speak to a manager on duty and was transferred. He advised me that he could not help me at the moment but that he would check on it and call me back that afternoon by XXXX XXXX. I did not receive a telephone call back that day so I emailed the owner loyalty manager the next day. <P/>The owner loyalty manager informed me via email on XXXX XXXX, that she was forwarding my concerns to the General Sales Manager who happened to be the same manager I spoke with when I called on XX/XX/XXXX, who said that he could not help me. <P/>Fast forward to XX/XX/XXXX, the general sales manager called and essentially informed me that he could not help me still. He said that all of the staff that worked at XXXX XXXX XXXX when this happened no longer worked there and, because of the staff turnover, and length of time which had passed, that he could not justify the expense of cutting me a new key and that he could not help me. I then asked if he could call the original salesperson to the transaction and verify what happened. His reply to me was that the issue was not whether or not he believed me, because he does, but the issue is that he could not justify paying out the expense to replace the key after so much time passing. He said that this would be the case even if they got confirmation from salesperson. <P/>I am very frustrated, to say the least, about this situation. They have been giving me the run around about my keys, that they lost, since XXXX of XX/XX/XXXXand now they are refusing to stand by their word. XXXX XXXX should either cut me a new key or reimburse me the retail price of the key. I purchased my vehicle BRAND NEW with two keys, one of which XXXX XXXX XXXX misplaced. Providing two keys to a buyer when they purchase a brand new vehicle is standard procedure in the car selling industry. By not having both keys, I am not receiving the full benefit of the loan that I took out with Nissan Acceptance Corporation. A loan which I pay for every month. <P/>Whether or not the individuals responsible for this are still working for XXXX XXXX XXXX does not matter because, at the time my key was misplaced, these individuals were employed by XXXX XXXX and operating within the scope of their employment, therefore, the company is vicariously liable/responsible for these employees ' actions. Again, I purchased a BRAND NEW vehicle from XXXX XXXX, which came with TWO keys. XXXX XXXX lost my key and now they are refusing to replace it as they previously promised they would.
<P/>The Sales Manager quoted a new set of keys starting at {$300.00} dollars and then had the nerve to tell me that this multi-billion dollar company can not justify the expense of {$300.00} to replace a key that THEY LOST!!! Again, by not having both keys, I am not receiving the full benefit of the loan that I took out with Nissan which includes monthly payments for ( no matter how meniscal ) two keys. I did not misplace my key, the staff at XXXX XXXX XXXX did and, because of this, XXXX XXXX XXXX should either 1 ) produce my original key, which was misplaced or 2 ) cut a new key for me or 3 ) reimburse me the retail value for the key so I can have a new key made. <P/>Attached to this complaint you will find the following : The Retail Installment Sales Contract Title Application for my vehicle which identifies Nissan Acceptance Corporation as the lien holder and XXXX XXXX XXXX as the Seller Application Declaration ( first page ) which identifies the odometer reading for my car when I purchased it, the purchase price, and the lien holder information. <P/>Please look into this situation for me and let me know whether or not my key will be replaced at your earliest convenience. Thank you in advance for your assistance in this matter.

Company response to consumer: Closed with explanation