NHTSA Complaint #11594545 — 2016 NISSAN PATHFINDER

After taking my Nissan Pathfinder to Nissan 112 for a safety recall on February 10, 2024, they improperly completed the recall, leaving the hood stuck closed. Despite multiple appointments and 23 calls with consumer affairs, the issue remains unresolved. The recall I brought my vehicle in for was R22A3, a safety recall having to do with the hood opening during vehicle operation. The procedures state to inspect the lock assembly and secondary latch. If all is well, then clean and lubricate it and your done. If it fails inspection, then replace the Hood Lock Assembly, the Secondary Latch, and the Hood Lock Release Cable. Even in the parts section it states “All three listed parts should be replaced together.” The key here is that it states to replace all three, neither the repair overview or service procedure give you leeway to replace the parts individually. But, that’s what was done. As verified on my receipt from February 10, 2024, and when talking to the service manager on April 4, 2024, they only replaced the hood lock assembly. According to the service manager, this is how they always do it and what he’s always done. Even when reading the recall beside me, he fails to recognize that he has improperly followed the procedures to complete a safety recall. This complaint is less about a new safety issue, and is more related to Nissan 112's improper completion of an existing safety recall. Based on the information I have, this seems like normal business to them, so who knows how often they sign-off recalls without properly executing them.