Colonial Nissan of Medford - Service Center

I find them to be unethical in their price quoting, and to have extremely poor customer service. I brought my car (Nissan Maxima 2004) in with an inoperable blower part on a Saturday. When I dropped to have extremely poor customer service. I brought my car (Nissan Maxima 2004) in with an inoperable blower part on a Saturday. When I dropped my car off they did not inform me about a charge to diagnose the issue. They then called me 4 hours later and said we have one part left in inventory to fix my car and that it would be $450. I told them that it was too much and that I had an extended warranty and that I would bring the car back on a weekday so that they could call the extended warranty company on Monday to see if the replacement part was covered under my policy. At that point the service rep was upset and told me it would cost $93 for the diagnosis in order for me to pick up the car. I asked him why it was not disclosed to me at drop off and he started quoting Massachusetts law and that how they were allowed to charge this amount. After some debate he said, no charge come pick up your car. The following Monday I brought the car back to them so that they could check with my extended warranty provider to see if the part was covered, Colonial Nissan called me back to confirm that the entire procedure was covered less a $50 deductible but that it would take a week to order the part. I had to then chase them every week for 3 weeks to see whether the part had come in. When I escalated the matter to the service manager, he told be to be patient and that these things take time. When I pushed for an answer and threatened to complaint, miraculously the part was in their inventory! I left the car with them for repair, under the explicit understanding that the entire procedure, less a $50 deductible was covered. The next day they called me to say nothing was covered and that the replacement procedure would now cost $270.80 (note – previously it was diagnosed as $450) Were mistaken then or now...or do they just make up figures? When I pushed them to check with the extended warranty company they said only $59.30 was covered. Desperate for my car, I had it fixed, paid the $211.50. When I later called my extended warranty company to checkout the story, they said the reason why full coverage was not extended (less deductible) is because Colonial Nissan does not follow the national labor guidlines (such as - Mitchell); therefore, what should have been 0.3 hours of labor, was charged as 2.0 hours of labor. I realize dealers get to pick their own labor allocation but when you add $190 (2 hours of labor) for something the average dealership across the country is charging 6.6 times less, you can see my frustration with the “padding” being applied by the dealership…had I authorized the fix on the first day I brought my car in, they would have fleeced me for even more ($450). Very, very, disappointing experience and I hope others are not falling trap to this dealership. More