A big THANK YOU to Rick in Parts and Mike in Service for finding and installing an official Nissan Remote Start in my 2016 Murano! I did not want to have to go with an after-market solution, and they came through! Thanks for thinking "outside the box"!
This review is based only on my last service experience. I dropped my car off on Friday, January 15th around 5:30pm for an inspection, emissions, and oil change (coupon included tire rotation) service by Saturday, January 16th at 10am. My husband was already there waiting for me in their waiting room. He overheard an unsettling conversation between a Nissan trainer and a Nissan trainee discussing leasing options for customers. The Nissan trainer explained to the trainee that he doesn’t worry about customers holding or being able to afford the insurance needed to lease a vehicle, rather he just worries about the sale and lets the leasing department have the difficult conversation with the client about insurance details.
Now for the actual service part: Within the time I dropped off my car and picked it up, I had received four total calls from Exton Nissan: One on the 15th at 7:31pm confirming that I will be bringing my car in on the 16th for service (my car was already on the lot), Second on the 16th at 9:12am from Gaspar to suggest an additional service that I may want to think about having them do, Third on the 16th at 9:34am from Gaspar asking if I had another insurance card with my car listed on the form rather than him just calling the number on the insurance card that I had, Fourth on the 16th at 10:25am letting me know that my car was finished even though I asked them to be done by 10am. When I picked my car up from Nissan I was not presented a multi-point inspection sheet and was told by Gaspar that he didn’t have anything further to explain to me other than the fact that I owed them money. I paid the friendly blonde cashier, who was the most professional person I encountered there, and was asked by another man to rate them the highest rating on my survey.
After bringing the car home I noticed that my tires had not been rotated. I called the service department on Thursday, January 21st and spoke with Jim. Jim proceeded to tell me the definition of a tire rotation which just completely baffled me because I wasn’t asking what a tire rotation was, rather I was asking why they didn’t do a tire rotation to my car while it was there for service. I explained to Jim that I am reluctant to even bring my car back to their service department and would give them a call if I changed my mind. After hanging up with Jim I shortly received a call from the Service Manager, Bob, who repeatedly apologized and offered to make it right. I have been coming to Exton Nissan for service since 2010 and the quality of customer service continues to diminish. I hope they can restore my faith on my next visit.
I had my car inspected last week and did not get a report on my brakes. I returned one of the automated calls from Bob the service manager, then called the service desk, finally after no calls to me in three days, I contacted the person online and got a call the next day. I was informed that my brakes had less wear than they had a year ago at inspection time, even though I didn't have any brake work done on this car! How can this be? BTW, Exton Nissan had no record as to the condition of the brakes from a year ago.
Good Evening -
I am writing to tell you about a wonderful experience I had with your Service Advisor Seth today.I called Monday 8-3 to make an appt. for Tuesday 8-4 for an inspection/emissions. When I arrived on Tuesday, Seth waited on me and told me I was not in the system for whatever reason but if I wanted to wait it was going to be all day. Needless to say I declined the wait. He apologized profusely for the misunderstanding and offered to schedule me for another day. We made an appointment for Thursday, 8-6 @ 11am. When I arrived a few minutes before 11, Seth quickly recognized me, said hello and let’s get you set up. I asked how long the inspection would take and he said about 3 hours. Of course I was upset. I work as an Area Manager and need my car as I am on the road all day. He said bear with us, make yourself comfortable and I will keep you updated on the progress. His customer service was fantastic and I found it hard to be upset with the said wait time.
When he called my name 45 minutes after I sat down I was elated and joked that my car couldn’t possibly be ready. He showed me the slip and said you are in fact done! I replied you are awesome, can’t thank you enough for getting me in and out of here quickly. We traded some small talk as he had to call my fleet company and take care of the payment information etc. Before I knew it I was at the cashier and on my way. Seth gave me a handshake and thanked me for coming in to have my vehicle serviced.
Normally having to get anything done to my vehicle is a hassle because it stops me dead in my tracks from working but today’s experience with Seth at your dealership was simply awesome! I work in the customer service industry and love when folks compliment my team members. It is only fitting that I tell you what a great job your Service Advisor Seth did today.