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| - You want to talk about an ordeal? This place would be the perfect poster child for poor communication. The breakdown in communication between sales, service and management is massive and created a huge inconvenience for me, the Mrs., and I'm sure many others. I have purchased two vehicles here and can only be sure of one thing .... I will never return.
We recently purchased, what we still believe. Is a great vehicle. Fully loaded, blah, blah, blah. There was a minor issue with the sunroof, and not wanting to lose a sale, a sales manager signed off on fixing it. Simple enough, right? NOT!!! We coordinated the service through our salesman. Let's call that mistake #1. After they had the car all day, we were told by the Service Manager the fix would be $1200 and that parts had to be ordered. The Service Manager told me the Sales Manager should have known better and could not authorize the service in such a manner. Not my problem. Again, through our salesman, it was addressed and we were told the parts would be ordered and it would be fixed at no charge to us. We were also told we would be notified when the parts arrived so we could schedule the repair. Not perfect, but a little redemption none-the-less. Again, coordinating through the salesman (my mistake), I contacted him after over a week later, after not hearing from anybody.He tells me the parts have been ordered and we should hear from somebody in a few days. Five days later I contact him again only to be told he thought it was taken care of. I guess at this point I should have realized this was going nowhere fast! He tells me to bring the car in Monday and he will take it to the service department personally and get it taken care of.
I arrive on Monday at the agreed upon time, only to be told by the receptionist to meet the salesman in the Service Manager's office. So much for taking care of it, right? The Service Manager had obviously not been communicating with the salesman, when he says to me "when do you want to drop the car off?" I say "you can have it now," only to be told it was done by an outside vendor and could not be started until Wednesday. WHAT!?!?!?! At this point I demanded to talk to someone in charge.
After waiting for nearly 20 minutes, I was introduced to "Steve." He did not offer an apology, and didn't seem to give a snot about how this ordeal has inconvenienced me. Steve's only concern was deflecting the issue and telling me the parts did not come in until Friday and it wasn't something that could be fixed quickly. I have a text from the salesman on Friday morning stating the parts came in on Thursday. I explained to Steve that I understood it could take a couple of days to fix. My issue was the fact I had been getting the runaround from my salesman and was told to bring the car in Monday to get it fixed, when in fact my salesman had obvioulsy not been in communication with anyone. My salesman assumed we could just walk in to the service department and get it done. It is not my fault (although, now my problem) that the salesman was unknowledgable and cannot communicate. Throughout the ordeal I was made to feel like I was inconveniencing them. Planet Nissan is a customer service nightmare!
The sad part is, the salesman, who is generally a nice guy, is going to get ripped for this. He is not the only one culpable, but the manager I spoke to didn't seem to care, only to say the salesman would get disciplined and have to pay for the rental I was getting for my troubles.
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