Sheehy Nissan of Manassas

Sherman hashi was very helpful. I told him what was wrong with my car and what i need to have done. He was sure to explained everything that was being done on my car, sheehy Nissan I told him what was wrong with my car and what i need to have done. He was sure to explained everything that was being done on my car, sheehy Nissan of Manassas even send video of my car and explain what's going on with the car, I would definitely recommend them to my friend and family. The people are very helpful and friendly.. More

I had an extraordinarily disappointing experience with Sheehy that has completely undermined my confidence in the dealership and in the customer-service awards they prominently advertise. We spent more Sheehy that has completely undermined my confidence in the dealership and in the customer-service awards they prominently advertise. We spent more than eight hours at the dealership purchasing a Mazda CX-5. The vehicle had to be transferred from another Sheehy location, and after completing the purchase and waiting hours for it to arrive, it showed up with major, obvious damage to the rear bumper — including a large hole in the bumper — that had never been disclosed to us before we agreed to purchase the vehicle. To be clear: this was not a minor scratch that we noticed while inspecting a used car. We purchased a vehicle based on how it had been represented to us, waited for hours for Sheehy to deliver it from another location, and then discovered significant physical damage when it arrived. What turned an already unacceptable situation into a truly terrible customer experience was Sheehy's response. Rather than taking ownership of what had happened and making a meaningful effort to restore our trust, we were repeatedly told that they could simply repair the vehicle. But repairing damage that should have been disclosed — and that the dealership would presumably need to repair before selling the vehicle to anyone else anyway — does nothing to compensate a customer for the situation Sheehy created. We had spent essentially an entire day at the dealership. We had purchased the vehicle, warranty coverage, and a maintenance package in good faith. Our confidence in the vehicle and dealership had been badly shaken. Yet despite all of that, Sheehy seemed unable or unwilling to offer any meaningful goodwill gesture or accommodation beyond an insulting $500 discount on an alternative vehicle of lesser value. They would not even waive their own dealership fees. Even more astonishing was how the staff spoke to us when we expressed how upset we were. Among other things, we heard: “Wow, you seem very tense.” “Go home and calm down.” And then we were told to “do some research and tell us what other vehicles you might like.” After what had happened, telling the customers who had already spent eight+ hours at your dealership to go home, calm down, research your inventory themselves, and come back to give you another opportunity to earn their business is an extraordinary approach to customer service. And after all of this, rather than having the situation escalated and meaningfully addressed that evening, we were told they would “speak to the General Manager about all of this on the following Monday morning.” I find it remarkable that resolving the situation apparently could wait until 3 days later. At one point, we were also encouraged toward another vehicle that was a of lesser financial value and would hold its value less well, while being gaslit by a senior manager on why it was the better option. By that stage, the issue was no longer simply the damaged CX-5. It was trust. Mistakes happen. A vehicle can be damaged. What distinguishes a company that genuinely deserves customer-service awards is what it does when something goes badly wrong. This was an opportunity for Sheehy to say: “We messed this up. You trusted us, spent your entire day here, and the vehicle we delivered was not in the condition you reasonably expected. We are going to work hard to make this right.” Instead, we received apologies, an offer to repair damage that needed repairing regardless, a nominal discount, comments that made us feel as though our reaction to the situation was the problem, and ultimately an as of yet unfilfilled promise that someone would speak to the General Manager. For a dealership group that places such emphasis on customer satisfaction and its reputation, the experience was shocking. I would strongly discourage anyone from buying a vehicle here or trusting any services that Sheehy provide. I know this isn't everyone's experience, but this was our first, last and only. More