Missoula Nissan & Hyundai

Attendant was helpful and professional Made sure to check on all the check points and kept me informed about current and future service needed. Previous visit didnt go as well. Made sure to check on all the check points and kept me informed about current and future service needed. Previous visit didnt go as well. More

Something has changed in the service center...Sad to say. I've had two Hyundai Santa Fe's and have always loved the service center at Missoula Nissan. They've historically been easy to schedule with and fast I've had two Hyundai Santa Fe's and have always loved the service center at Missoula Nissan. They've historically been easy to schedule with and fast and efficient with their service. Something has changed, however. I've had 4 service appointments this calendar year and have placed at least that many calls to the service center. Not once has someone in the service center answered the phone upon my call. Not once. I must leave a voice mail that may or may not be returned the same day. The receptionist tries the service center at least a couple times before the inevitable voice mail message picks up. One afternoon, I kept calling to see when my car would be ready to pick up because I had to arrange a ride and I could not get a call back. Finally, I got a ride to the dealership and walked in after 5:30 pm to find several service staff hanging out at the desk. When I walked in, Michael asked if he could help me and when I told him who I was, he said my car had been done for a while, he'd just been "super busy" and couldn't call me back. What if I hadn't walked in when I did? Would my car have sat there finished until the next day? The last two service appointments I have scheduled have been two weeks out from the time of my call. On the day that I was to take my 2016 Santa Fe in for the most recent service appointment, I received a call that they couldn't take my car because someone had called in sick. These things happen, of course, but then Michael tells me that they can't get my car in for two more weeks! My goodness. Thankfully there was nothing horrific wrong with the car. Michael told me they'd need 2 days to repair a leak in the transfer case. Two full days. If it weren't under warranty, I'd have taken it to our regular mechanic who told me he would only need if for an afternoon. For the sunroof issue I had back in April, I dropped my car off for what I thought would be a week. I had called twice to make sure the shuttle could give me a ride home (my family was traveling and I was flying out myself that same day)...I sat in the waiting area looking for the shuttle...in fact the woman who checked my car into the service bay acknowledged that I'd arranged for the shuttle ride...anyway, I sat and sat and finally a salesman asked me if I was waiting for a ride...I told him that I was indeed and he said the shuttle wasn't even available that day because they did not have a driver. For real! The salesman (Troy) drove me home, thank goodness. For this particular service visit, my car was in the service center for 20+ days with very little regular communication from service manager, Gail. It was very frustrating. The issue was resolved but the whole experience seemed difficult from start to finish. All this said, my confidence is the service center at Missoula Nissan has been shaken. I bought my 2016 Santa Fe at Missoula Nissan because the service center had been so GREAT for my 2007 Santa Fe. It is difficult to get a car in for service in a timely manner, IF you can get someone to answer the phone and or call you back and communication is poor at best. It is so disappointing. I like to have a car under warranty - in fact, I'm selling this current Hyundai Santa Fe with 30,000 miles on it, with a year left on the warranty so I can purchase another new car. It won't be a Hyundai or Nissan unfortunately...the service department at Missoula Nissan is too unpredictable. Sorry to be the bearer of bad news. Thanks for the opportunity to give feedback. My husband and I own two businesses here in Missoula...the bottom line is that you can't fix problems with your business if you don't know about them. More