Originally Posted by capnwes
Damn Nissan Dealer in Baltimore wants $950 to replace my cracked radiator. I looked up the part...and I can get a new one for about $55. Total bullshit.
Decided to have the car towed home (50+ miles). The cost is $235. No brainer.
Wanted to square up with the Dealer for the service of looking at my car to identify that I has a cracked radiator (which I told them when I dropped it off) - $62.50.BUT
they don't except credit card transactions over the phone. They told me the towing company would pay for the charge and then charge me. I called the towing company to verify. NOPE
, they don't do that. SO
, I had to leave work and drive 2 hours to pay the bill before they would release the car to the tow truck. Damn that was stupid.
Too late, but if that had been me, I would have:
1. Asked to speak with the manager. After explaining the situation, I would have given them a chance to make it right, i.e., take the $65 electronically. What you were told is, I suspect, a total crock in this day and age--heck, you could've used Western Union (they still exist, incredibly). If the manager still said no, I would have, politely, told him that my next call was going to be to Nissan America (or whatever they call company HQ), and then the state attorney general's consumer protection division and then the media, in that order. I would also offer to pay an extra $10, bringing it up to $75, for his consideration.
2. If the manager did not make it right, at that point I would get angry, I would have done what you did and picked up the car myself, then I would have asked to speak with the manager in person.If the jurisdiction in question allows single-party consent, I would record that conversation, as well as the previous conversation I had with the manager.
3. I would file a complaint with the state AG. I would call the local newspaper. If you were able to make tape recordings, I would get in touch with Nissan America and email the recordings to the appropriate person. At this point, I would demand all of my money back, given that they forced you to make that drive. If they did not refund the money, I would post the recordngs, if you have them, on YouTube along with a description of exactly what they did.
4. When the repair was complete, and assuming it was way less than what the dealer quoted you, I would get in touch with the media (preferably a TV station---they love consumer protection pieces, and pitch them a story about the Nissan dealer who held your car hostage, complete with receipts and recordings (if you have them). Make sure that Nissan America (or whoever it is) knows that you are going to do this before you do it. They may be able to had things off at the pass.
The deal is, most folks, understandably, cave in situations like this because it involves persistence and takes a little time. But, once they understand they're dealing with someone who has a few brain cells and who is articulate and who explains the way this is going to work in a calm, cool tone, they very often will do the right thing because the potential consequences aren't worth it. You don't yell, you remain the epitome of business like and hope that they do the same.