Crowley Nissan

Crowley Nissan responded

Hi KJ, Please contact our management team directly to ensure that we can accurately identify your issue as well as make every effort to address each and every one of your concerns. We want to make this right and make certain that you become a satisfied customer. Sincerely, Jason C. Fontaine General Manager Crowley Nissan

KJ responded

Good Evening Jason, I rated you 3 out of 5, I don't know why my rating is showing a 4.5, because that is NOT what I put. I felt my initial post provided an accurate description of the issues my wife and I had/witnessed, but it seems there is still some confusion. I will try to better explain each item. 1) Overbooked schedule: We overheard the staff discussing the crowded situation was due to the scheduler following orders from above to double book customers. This causes a) longer wait times for those who can't risk leaving their vehicle overnight, and b) as we both personally witnessed, there were so many cars crowding the area adjacent to the service entrance that arriving/departing cars can't get through. This also creates a safety concern in the event of an emergency. If I may suggest: Maybe you could allow your shuttle driver double as a valet and move the "dropped off" cars to a staging area in the back. This keeps the lane open for safety issues, allows new arrivals to easily drop off their vehicles, reduces the chances of Customer's cars being damaged by other Customers coming & going, allows the tech's more room to deliver completed cars, and provides Customers an easy departure. 2) Lack of adequate coverage: When Customers arrive for a scheduled appointment, and the required talent is not available, especially for something as simple as brake service, this is simply unacceptable from a Dealer. If a shortage in talent occurs (I get it, people get sick, relative passes, vacation, etc.) then the management has to do their job and get the resources. This may be asking someone from the Dodge service bay to fill in, or asking an off-shift tech to come in and compensate with OT pay, or even ask another Nissan Dealer if they can lend a tech. The point is it's your job is to take care of your Customer First, so suck it up, take a little hit in the wallet or ego and not allow that elderly Customer to leave with questionable brakes. 3) My TPMS light not getting cleared: This is been an ongoing issue for years with your location. It's not your fault Nissan's made the Sentra's computer only able to hold one set of TMPS ID #s at a time, or unusually difficult to update/program (I totally get this, I have Nissan's 1000+ page manual for it). However, by Management having the CONSULT III's Laptop locked up in the afternoons reduces the effectiveness of your Service Team by taking away the tools they need. Nissan won't release the coding data to 3rd party tire dealers or tool vendors like Snap-On so, I HAVE to come to you. However, with a full time job and full time college schedule, having to schedule multiple trips for a 5 minute task is unacceptable. I suggest having a Senior person (like you) who works until closing have a copy of the key so the CONSULT can be retrieved if necessary. 4) Cashier not available in the afternoons: Again, this is the same as not having tech's on staff. If your Service Team is working, then there should be someone available to handle financial issues, Customer "Service Points", print out Car Wash vouchers, etc. My suggestion: Either management needs to either suck it up & pay the overtime, or work out a deal with the Dodge dealer to pool staff. 5) Wife's ABS Error Codes: Her vehicle is 3 years old, and your staff has been telling her the ABS system had needed replacement parts for TWO YEARS. The secondary problem is, they tell my wife to leave her car there for an indeterminate amount of time and PAY for a rental until your staff can acquire the parts and do their job. Since your staff is fully aware of the issue, wouldn't you think it's about time to order the *&^% parts? It is completely unacceptable to be penalized by paying out of pocket for a rental because the NEW vehicle we are paying you for doesn't work. Suggestion: Look at your Customer list, count the number of clients who need parts, and order as many service kits as Nissan will give you. Then, AFTER the parts are at your facility, call your Customers in the order of when they purchased their vehicles, and have them scheduled for repairs. If the repair takes more than one day, suck it up, and provide a LOANER free of charge. It's not the Customers fault the vehicle has a recall and they shouldn't be penalized for purchasing a Crowley Nissan. My initial post brought up 5 issues that are well within management's ability to remedy. With my busy schedule, I am not wanting to get into prolonged discussions on already well established points. With this reply, I have expounded on them far more than I wanted to, but in fairness I have also provided suggestions so that I am not merely complaining. Stay healthy. -KJ

Crowley Nissan responded

Hello, We strive for 100% satisfaction, and it is great to see you had such a positive experience at Crowley Nissan. If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day! Sincerely, Jason Fontaine General Manager Crowley Nissan

Crowley Nissan responded

Hi there, Thanks for your positive review! I’ll let Brian know that you were pleased with his professionalism. I’m glad you had a good experience here at Crowley! Sincerely, Jason C. Fontaine General Manager Crowley Nissan

Crowley Nissan responded

Hi there, Thank you very much for the positive review! I’m so happy you had such a great experience. Sincerely, Jason C. Fontaine General Manager Crowley Nissan

Crowley Nissan responded

Hi there, Thanks for taking the time to leave a review. We value your feedback and will use it to make the customer experience even better. Sincerely, Jason C. Fontaine General Manager Crowley Nissan

Crowley Nissan responded

Hi Angie, We're glad you had a good experience with us here at Crowley. Thank you for taking the time to leave us a review. We value your feedback and strive to make improvements for better customer experiences. Sincerely, Jason C. Fontaine General Manager Crowley Nissan

Crowley Nissan responded

Hi there, Thanks for your positive review! I’ll let Lawanda know that you were pleased with her professionalism. I’m glad you had a good experience here at Crowley! Sincerely, Jason C. Fontaine General Manager Crowley Nissan

Crowley Nissan responded

Hello there, We’re glad you had a good experience and thank you for leaving a review. We value your feedback and will use it to make sure everyone leaves a satisfied customer. Sincerely, Jason C. Fontaine General Manager Crowley Nissan

Crowley Nissan responded

Hi there, Thank you so much for your feedback. We’re happy you had a positive experience at Crowley. Your feedback will help us make a better customer experience. Sincerely, Jason C. Fontaine General Manager Crowley Nissan

Crowley Nissan responded

Hi there, Thanks so much for your kind words! I’m pleased we were able to meet your needs. Enjoy your ride! Sincerely, John Hogan