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.