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Chuck Nicholson GMC Mazda

Dover, OH

Overview
Reviews
4.8
1,270 Reviews
Call Dealership (330) 401-2011
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135 W Broadway St

Dover, OH

44622

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Showing 1,270 reviews

October 20, 2021

Waited 3 hours for them to change the wrong tire. They took off the spare and put it back underneath, when they were supposed to put the new one on. Two tires were messed up and I just wanted 1 to get me More

by Lisa Schultz
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
No
Employees Worked With
Jim Toland, Cody Toland
Report | Print
Oct 21, 2021 -

Chuck Nicholson GMC Mazda responded

Hello Lisa, We understand your frustration that resulted when you recently brought your vehicle in for service without an appointment. Please understand that such a scenario is a challenge for us as well, as we are an appointment based facility. Our typical daily service schedule is usually fully booked, making it difficult to accommodate spur of the moment walk-ins. Nonetheless, our service team was still able to accommodate your needs, though I would like to point out that you were at the dealership for two hours, not four and a half, and an hour of that time was due to the fact that you arrived when the service department was closed for lunch. After an inspection and diagnosis by our factory trained and certified mechanics, you were informed that the cords were showing through on both of your front tires and, as per the recommendation of nearly all vehicle manufacturers and the TIA (Tire Industry Association), our service team suggested replacing all four tires…. which you refused, stating that you only needed one tire. With your approval, our trained service team installed your new tire and returned the spare to its storage space. Ohio law requires this, as spares are only meant to assist the driver in getting to the nearest repair center, not for driving from Northeast Ohio to Michigan. On your additional request, the front end of your vehicle was inspected, and though no loose parts were found, our team did inform you that the front end was out of alignment, which likely caused the excessive wear on your tires. Further, though tow truck drivers, who typically are not certified technicians, may have an opinion regarding a situation, our factory trained and certified mechanics had the benefit of diagnosing the issue in our fully equipped service facility. Again, we understand the frustration customers experience when an unplanned mechanical failure occurs on their vehicle. However, you can be assured that our service department properly diagnosed all of the issues that you pointed out, gave you appropriate service recommendations to return your vehicle to top running condition, and performed the exact services that you requested.

Oct 22, 2021 -

Lisa Schultz responded

First of all I didn't want to answer this survey because I don't like to leave negative reviews but it kept being sent to me. So I decided to leave it, I thought maybe you cared about making things better for your customers! Obviously not the case considering your calling me a liar! First let me start by saying I was there 4 1/2 hours, im not sure what they put in the computer or maybe they didn't consider the fact that I had to wait a second time while they fixed the problem correctly! I didn't feel as if I should buy four new tires based on the fact that all four tires weren't damaged , only the two front ones from a front end problem! Two front tires do not wear like that if there isn't a problem, again nothing was wrong with the back tires! I just wanted the one on the front that was also showing wear changed not the spare (not a may pop, good for 30,000 miles) which Iexpressed to them ! They were going to leave me with a tire on there that was ready to blow just like the other one had! Telling me nothing was loose in the front end was not very reassuring nor leaving a bad tire on the front and taking off the perfectly good spare! So where was the concern for safety if that was the reasoning for not leaving on the spare, they'd rather leave a tire that's showing the belts? Nothing was ever said about it being out of alignment or that it was the problem with the tires, the only thing said was that it was a ninety five dollar charge and that it would need it for the four new tires! Again why buy four new tires when only two were bad and obviously caused by something that the warranty should cover for a front end issue! Never was it mentioned that it was a problem for not having an appointment nor an issue because it was lunchtime, or I would've taken it somewhere else! A tire store would have been a lot quicker and a lot less hassle ! I took it to this dealership in lue of it being a front end issue, it's a 2020 it wasn't just a tire or alignment problem! Even the dealership here said you didn't buy four new tires did you because that's absolutely ridiculous! The woman in the waiting area also had issues with this dealership and tires, for her they didn't tighten the lug nuts properly and they fell off when she was on her way to a very important doctors appointment two hours away! They tried to tell her it was because she went over a curb, impossible! Maybe you should start listening to the customers instead of telling them that they're lying and start improving your dealership! I'm so glad I don't have to live there and deal with this dealership, I have a very reliable one where I live! As for the tow truck driver if he found a problem with the front end without being factory trained and certified ( which is only a assumption on your behalf) and having a fully equipped service facility, then maybe you should look into hiring some new mechanics!

Oct 22, 2021 -

Chuck Nicholson GMC Mazda responded

Hi Lisa. We appreciate your frustration with the time that you spent dealing with your tire issue and that sometimes minutes can feel like hours. That being said, I have timestamped work orders detailing the time that you spent at our dealership. As to your assertion that you don't need to replace all four tires at the same time? You drive a 4WD vehicle. Driving a 4WD vehicle with tires of different tread depths especially, as in your case, when one or more of the tires is extremely worn, will not allow the drivetrain to allocate the engine's power evenly to all four wheels, causing excessive heat and wear, and increasing the chances of a tire failing. Again, we appreciate your willingness to take advice from your tow truck driver who diagnosed your vehicles issues without the benefit of a fully equipped shop, staffed with factory trained and certified technicians, things that we have available to us, and utilized before we informed you that there were no loose parts on your front end, which was clearly out of alignment, causing uneven and extreme wear on the insides of your front tires, of which we only replaced one, as per your request. Please have him forward his resume, as we can always use a mechanic possessing that level of skill. Our dealership has been rated as one of the best dealerships in the State of Ohio since 2018, and we have been proudly serving our customers at this location alone for over 25 years. We are extremely proud of the skilled mechanics and technicians that we employ, who do an excellent job of keeping our customers' vehicles on the road. Even those who have to wait a little bit when they come in without an appointment, and don't agree with our service department's diagnoses. Have a wonderful day!

Nov 03, 2021 -

Lisa Schultz responded

I really don't understand how you run a business being so rude and condescending! Telling people that they don't understand time and not apologizing for anything! I was very aware of time considering that I was driving home from Myrtle beach and the fact that I am not an idiot ! I find it very offensive that you kept telling me that I didn't know what i was talking about! I'm done with this, for the sake of the people that come to your dealership I hope you learn how to improve your customer service! I'm definitely thankful that I don't have to deal with you again!

October 20, 2021

I wouldn't go anywhere else. Service is excellent. Very honest and helpful! Staff is very nice. More

by jjshetler
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Jim Toland, Cody Toland
Report | Print
Oct 21, 2021 -

Chuck Nicholson GMC Mazda responded

Thank you very much for your business, and for the 5* review! At Chuck Nicholson GMC Mazda, it's our goal to provide the best experience for every customer, every time, because our success depends on your satisfaction!

October 19, 2021

Always courteous and try to help as much as possible with our problems with our 2021 Terrain though not at fault it’s with the engineers that design the problem! More

by Bob.49shaw
Customer Service
Friendliness
Recommend Dealer
Yes
Employees Worked With
Jim Toland
Report | Print
Oct 21, 2021 -

Chuck Nicholson GMC Mazda responded

Thank you for the great review, Bob! We appreciate your business and we thank you for being a member of the Chuck Nicholson family!

October 18, 2021

Always punctual and reliable in the service department. They do what they say and communicate well More

by Two2sleep
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Cody Toland
Report | Print
Oct 19, 2021 -

Chuck Nicholson GMC Mazda responded

Thank you for your business and thanks for the 5* review! At Chuck Nicholson GMC Mazda, we are 100% transparent with our service and pricing. You'll know exactly what's going on with your vehicle every step of the way, and we are happy to answer any questions that you have. That's part of the Chuck Nicholson Advantage!

October 16, 2021

Very friendly salespeople. We’re very reasonable to deal with. Answered all my questions. Would definitely recommend this dealership to others. More

by FORDMANNATE
Customer Service
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Doug Moore, Kevin Jamiel, Doug Alsept, John Berry, Mike Hastings
Report | Print
Oct 19, 2021 -

Chuck Nicholson GMC Mazda responded

Thank you for allowing us to help you find your new vehicle, and thanks for the 5* review! At Chuck Nicholson GMC Mazda, it's our goal to make sure that you are comfortable throughout the buying process, that all of your questions are answered and that you leave with the perfect vehicle for you so that you are always excited to come back and see us. That's part of the Chuck Nicholson Advantage!

October 15, 2021

Staff is always efficient and informative and service is always completed in a timely manner. More

by mengler1721
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Cody Toland
Report | Print
Oct 19, 2021 -

Chuck Nicholson GMC Mazda responded

Thank you for your business and thanks for taking the time to give us a 5* review! At Chuck Nicholson GMC Mazda, we know that your time is valuable, so we go above and beyond to ensure that we provide you with the best service in as quick and efficient manner as possible. That's part of the Chuck Nicholson Advantage!

October 14, 2021

They are very friendly and professional. They have been able to take me in for service on fairly short notice. More

by tstanrph
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Randy in service , Jim Toland, Cody Toland
Report | Print
Oct 19, 2021 -

Chuck Nicholson GMC Mazda responded

Thank you for your business, and thanks for the 5* review! At Chuck Nicholson GMC Mazda, its our goal make your visit as easy and hassle free as possible, because we know that our success depends on your satisfaction. Please reach out to us any time with any questions or any of your vehicle needs!

October 12, 2021

I have had service with this dealership on 2 occasions and I’ve never met more nicer and respectful people as I have with this bussiness . I feel comfortable coming here and I trust them fully . Thank you More

by Angela Wagner
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Jim Toland, Cody Toland
Report | Print
Oct 13, 2021 -

Chuck Nicholson GMC Mazda responded

Thank you for trusting us to service your vehicle, and thanks for the 5* review! At Chuck Nicholson GMC Mazda, it's our goal to treat every customer like family. We go above and beyond for every customer every time to ensure the best experience possible, to make sure that you're satisfied with your visit and excited to come back and see us. That's part of the Chuck Nicholson Advantage!

October 11, 2021

Very friendly staff not pushy at all well explained there procedures did what they said they were going to do , Thanks again John More

by R0NNIE_C
Customer Service
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Doug Moore, Doug Alsept, John Berry
Report | Print
Oct 13, 2021 -

Chuck Nicholson GMC Mazda responded

Thank you for choosing us to assist with finding your new vehicle and thanks for the 5* review! At Chuck Nicholson GMC Mazda, we recognize that our success depends on your satisfaction. That's why we go above and beyond every time to ensure that you have the best customer experience possible. That's part of the Chuck Nicholson Advantage!

October 11, 2021

Jim and Staff are very kind and helpful. Very accommodating and made sure things were right. More

by Timz
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Tammy A+++++, Jim Toland, Cody Toland
Report | Print
Oct 12, 2021 -

Timz responded

Thank you!

Oct 13, 2021 -

Chuck Nicholson GMC Mazda responded

Thank you for trusting us with your vehicle, and thanks for the 5* review! The team here at Chuck Nicholson GMC Mazda is always excited to hear that you had a great experience, and we look forward to being able to assist you in the future!

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