Consumer complaint received 2023-03-08
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: CA
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:
Dear Infiniti Manufacturing Company, We believe that our vehicle ( XXXX XXXX XXXX ) is a lemon under the California lemon law. This is a written demand for the Infiniti manufacturer to provide us with a new replacement vehicle or do a full repurchase ( Refund ) of our vehicle because the vehicle does not conform to the warranty. This will include reimbursement for all monthly payments, down payment, registration fees, taxes and a payoff of the loan. 

On XX/XX/XXXX, We purchased a XXXX XXXX XXXX vehicle from XXXX XXXX XXXX XXXX in XXXX XXXX, CA in the amount of $ XXXX. Shortly after the purchase and while still under warranty, we had to return this vehicle to the Infiniti dealership for repairs over four+ times ( each repair ) for the same mechanical issues, which still have not been fixed. Our vehicle has been out of service for these repairs for a total of 30+ calendar days. 

Our vehicle has been in the XXXX Infiniti Dealership in XXXX XXXX, CA on the following dates for repair of the following defects : Steering Wheel Service Dates : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX a. Failure of the steering wheel system ( Severe popping noises in the steering wheel ), which is still not fixed after several attempts ( Dealership Services, Emails & many calls ). 
XXXX. The vehicle was brought to the XXXX Infiniti Dealership in XXXX, CA several times for these same issues. 
a. During multiple visits and attempts to fix the steering wheel issue, XXXX Infiniti Service Rep XXXX XXXX stated this was normal when he compared the popping sound to other Infiniti vehicles. 
XXXX. Finally, after several attempts ( XXXX ) and an emailed XXXX video showing and describing the steering wheel clicking noise in XX/XX/XXXX to the General Manager, the XXXX Infiniti General Manager ( XXXX ) decided to get involved ( See Email ). They finally verified that the steering wheel had a defective issue, but unfortunately still did not truly fix the issue. 
XXXX. The vehicle was brought in a few more times afterwards to fix the problem, but the steering wheel was never truly fixed. 
XXXX. On XX/XX/XXXX, the vehicle was re-evaluated by the XXXX Infiniti Service Manager ( XXXX ) who stated that he test drove the vehicle and verified the popping noise still exists in the steering wheel and it seems to be a mechanical popping noise but Infiniti is refusing to honor the previous warranty that actually covered this same problem that was never fixed in XXXX with several attempts. 

A/C/Heat Unit Service Dates : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX a. Failure of the A/C Unit to stay cool /hot, plus whining noise from vents ( XXXX Infiniti Service Rep XXXX XXXX stated this is normal ), XXXX. My husband brought the A/C unit in to be fixed and was told by Service Rep XXXX XXXX that the water on the vents ( humidity ) was normal and when the outside temperature reaches over 90+ degrees the air conditioner would not be cold and this is normal for XXXX vehicles ( we have emails and text messages to prove this statement ). 
i. Shortly after taking the vehicle in for air conditioner repair : XXXX. My family and I traveled to XXXX XXXX and the A/C unit stopped working completely and started blowing out hot air when our vehicle was under warranty. Again, XXXX XXXX ( XXXX Infiniti Service Rep ) told us this was normal because the temperature outside was about 100 degrees and refused to fix the unit. 
XXXX. Also, the A/C & Heating unit was brought in for service due to whining in the vents. 

Axle & Loud Squeaking Noise Under Car Service Dates : XXXX, XXXX, XXXX, XXXX, & XXXX a. Failure of the rear axle shaft ( vehicle makes loud squeaking noises when it goes over bumps ). After several attempts and 45 minute drives to the Infiniti dealership, they finally admitted that the rear axle shaft was making a loud squeaky noise, but failed to truly fix the problem. 

I am currently having the following problems with my vehicle : Failure of the steering wheel system ( Severe popping noises in the steering wheel ), Failure of the rear axle shaft ( vehicle makes loud squeaking noises when it goes over bumps ) & Failure of the A/C Unit to stay cool /hot during certain temperatures. 

So today, after multiple repair attempts under the vehicle warranty, weve determined that our XXXX XXXX vehicle is a LEMON with several faulty defects that can not be repaired by the dealership or manufacturer. The issue impairs the vehicles use, value, and safety. Additionally, our XXXX XXXX was still under the original warranty and was covered by Californias lemon law during All service attempts for the above issues. Infiniti service orders and emails can and will be provided to prove the service requests and show that the vehicle was still under warranty and never fixed. 


Additional Information : XXXX. Infiniti did not have a repair center in XXXX of California, so each time the car had one of these serious malfunctions, the car had to be transported nearly 45 miles for service. Our Infiniti has been brought in 4 to 5 times for the vehicle steering wheel popping issue, which was never fixed under our warranty. Multiple attempts to have our vehicle serviced for the loud squeaking noise and A/C units have been made. 
XXXX. The Infiniti Service Department shop in XXXX worked on our vehicle several times, but were unsuccessful in actually fixing anything. 

Once again, this is a written demand for the Infiniti manufacturer to provide us with a new replacement vehicle or do a full repurchase ( Refund ) of our vehicle because the vehicle does not conform to the warranty. This will include reimbursement for all monthly payments, down payment, registration fees, taxes and a payoff of the loan.

Company response to consumer: Closed with explanation