Bates Nissan

I’ve debated about posting this, as I truly try to extend grace and patience to everyone. However, over the past 8 months I have dealt with nothing but issues from the service department at Bates Nissan in K grace and patience to everyone. However, over the past 8 months I have dealt with nothing but issues from the service department at Bates Nissan in Killeen. I have gone through all of the proper channels, but actions speak louder than words. I am posting this to caution others regarding this business. When I purchased my Nissan Armada Platinum in November 2019, the sales experience was top notch. Service was fine, up until the recent months. Below you can read about my numerous experiences with the service department. Free things don’t bring customers back. Honesty, trust and customer service does. The ONLY reason I spent $1000 there today, was because of the Parts Manager Scott (he is great!). I’ve emailed the dealership too, and received no response. So one can assume this is the norm. *In no way does this review reflect on the customer service from Scott (Parts Manager) and Donna (Service BDC). These two individuals have shown care and a true sense of service. Experience: In October 2021 I brought my 2020 Armada in for an oil change and tire rotation. Niko was my advisor. I mentioned to him that the clock kept changing by an hour randomly. He stated that they would look at it, but it may need to be brought back. After taking care of my vehicle, Niko explained that they did find some settings that were incorrect, but that if the time did not automatically change on 11/7 (daylight savings) there could be a deeper issue. I appreciated how kind and honest Niko was, and left very satisfied. November 7th came, and the clock did not automatically change. Since this was told to me, I was prepared for it. I made an appointment and Nate was my advisor. My vehicle was at the dealership for a few hours and Nate called to say it was an issue with the settings. I explained that they fixed them last time, and Nate said not all of them. I picked up my vehicle hoping everything was taken care of. December came, and the clock did the same thing. I called again and made an appointment, this time Tyler was my advisor. Tyler stated he thought it may be the battery. He called and said my battery failed the test and that was the cause of the issue. I mentioned to Tyler that I thought if a battery reset, everything would set to 1:00, not just change by an hour. He said he was certain this was the issue. 48 hours after picking up my vehicle, the clock changed. At this point I was nearing my end of grace and patience and asked to speak with the service manager. Wendell asked me a few questions, and had me bring in the vehicle for the shop foreman to look at. He again said they found one setting off, but to call him directly if the issue happened again. 24 hours later, same thing. They decided there was an issue with the GPS sensor (I could be naming the incorrect part) and that needed to be replaced. This was done and the issue was finally taken care of. In March 2022, I was due for an oil change and tire rotation. The day before my appointment, my low tire pressure light came on. I pulled into discount tire and they made me aware that my right front outer tread was bald. Knowing I had an appointment the next day, I said I’d let Nissan handle it. I did not say anything about the bald tire, as I assumed this would be noted during rotation. Tyler came out and said everything looked good. When asked about the tire, he stated we should have let them know. He also said I probably had an alignment issue if the tread was like that. My trust at this point was broken. I didn’t realize Wendell was on vacation, and I sent him an email. After not hearing (not realizing he wasn’t there) I had a tire placed on my vehicle from somewhere else. I also called Nissan Corporate. Wendell called me and said he wanted to look at it and would take care of the alignment. After bringing in my vehicle again, and it being there the majority of the day, Wendell called and said they rear control arms needed to be replaced. He ordered them and said he would call when they were in. I brought my vehicle back, hoping this would be the last time I was at the dealership for a bit. Later that day, Wendell called and said that the rear control arms that were ordered came in broken. He said he ordered another set and wished he had a vehicle to let me drive, but he didn’t have one. Hearing that the parts came in broken, I spoke with Nissan Corporate as there seemed (in my opinion) to be an issue with the parts Nissan was distributing. Nissan Corporate told me that he spoke to Wendell and there was not issue with parts, it’s that Bates Nissan didn’t order the right parts. Wendell called me and said he was sorry, he misunderstood what the tech told him. He said the girl in parts only ordered the right side and not the left, and that there were never new broken parts. I felt lied to and was upset. Wendell said he was taking responsibility and I told him all I wanted was honesty. He also said he wanted to pay for some future services, but I told him I wasn’t sure if I’d be back, but that you never say never. I decided to give it one more try. Maybe all these issues were a coincidence and things would be better. June 22nd I brought my vehicle in for an oil change and tire rotation. I told Austin, my advisor this time, that my right front tire seemed to have greater tread wear and I was concerned I may have the same issue still. He said he didn’t know if they could check it because that is a mechanical thing and I was there for quick service. I asked if the quick alignment in the service drive could be used. He looked at another advisor and said yes. About 30 minutes later Austin called and said my rear failed the alignment check. He said he spoke with Wendell and the shop foreman, who came in at 9:00, would look at it. He also said he would have to fit it in. Around 10:00ish Austin called and said everything was good to go. The vehicle was aligned and everything looked good. I had my father, who was a service and parts director for a dealership for over 30 years, go with me to pick up the vehicle. My other three tires (not the one that had been replaced) were at 4/32 and 5/32. While this is still in the ok range, with a trip to Colorado coming up, my dad said new tires were needed. Austin stated he would get me a quote, and that Wendell had taken care of the charge for my oil change and rotation. I took the quote and left. Once turning on Roy Reynolds (right by the dealership) there was a a loud clanking sound and something coming out of my hood underneath my vehicle. The object then bounced (so I think) underneath my vehicle and hit the ground. I pulled over, only to find a wrench that was left underneath my hood. I took the tool back to the dealership. I handed it to Austin and he stated that it happens because they forget their tools a lot. I asked if I should be concerned about anything with my vehicle being damaged and he said he didn’t think so, but if they took it back in to look at it, it would be a while. I said don’t worry about it, and left. After looking over the tire options with my dad, I decided to go with the Bridgestone tires. These tires showed a 60,000 mile tread life, and those were the ones on my vehicle currently. With only having 37,400 miles, I questioned the tread life. With my dads experience in cars, he called Austin and asked if he would call the tire dealer and/or Bridgestone to see if they would do any mileage proration. Austin stated “I don’t have time to deal with that”. My dad said “So you are willing to sell me tires, but not make a phone call about these tires?”. Austin sent his phone call over to parts. The girl in parts my dad spoke with didn’t know all the answers, but said she would find out. Within no time, Scott (Parts Manager) called my father. He listened to his concerns and said he would call him back by the next day. Within an hour, Scott made good on his promise. He spoke with Dealer Tire and Bridgestone and found that the tires that came with my vehicle had no tread life warranty. I went ahead and ordered the tires and had them placed on my vehicle this morning. A little customer service goes a long way. Service could definitely learn from parts More

My experience with bates Nissan is always a good one. I always have a good service advisor and there is always a friendly smile on all who works there. There can service is excellent. I love taking my ca I always have a good service advisor and there is always a friendly smile on all who works there. There can service is excellent. I love taking my car there for servings never once had a bad experience. More

The serviceman explained everything to me thoroughly & he also fit me in within a timely manner. also fit me in within a timely manner. More

Bates Nissan is a fantastic dealership. The customer service is fantastic! Nate in service is efficient and professional. Thanks for the great service! The customer service is fantastic! Nate in service is efficient and professional. Thanks for the great service! More

Great service. Great communication. Was kept up to date on everything that was goin on with my car & was explained in detail all my checkout paperwork. Including my Great communication. Was kept up to date on everything that was goin on with my car & was explained in detail all my checkout paperwork. Including my service warranty. More

Very disappointed! I took my vehicle in for an oil change on Tuesday June 14th before I left on vacation. I was told that my battery was good and fluids were topped off I took my vehicle in for an oil change on Tuesday June 14th before I left on vacation. I was told that my battery was good and fluids were topped off. On Thursday morning, the 16th, I pack my vehicle to get started on my road trip and the car wouldn’t start. I had to have it towed to the dealership just to find out that the battery that was deemed good 2 days before was bad. On top of that, while I was under the hood trying to jump the battery, I noticed that my radiator fluid and brake fluid was below the minimum line. They were supposed to have been topped off 2 days prior. Needless to say, it’s now difficult for me to trust that anything was done to my vehicle when I took it in for an oil change. I’m questioning whether that was even done. More

Austin was great, very well informed. Kept me updated and was super kind. I felt comfortable with the whole experience Kept me updated and was super kind. I felt comfortable with the whole experience More

Cane for oil change and install customer air filter. Bill $101.00. Put in synthetic oil vs 10-W-30. Which i have used since 2014 at this dealership. Usually pay $39.00 for oil change, now $69.00. Came b Bill $101.00. Put in synthetic oil vs 10-W-30. Which i have used since 2014 at this dealership. Usually pay $39.00 for oil change, now $69.00. Came back to service writer and he looked at my file and said you do not use synthetic. Service mgr said he would pit in correct oil. Thats stupid. Last time i will be loyal to my selling dealer. Will go to local quick change from now on. You have lost a very loyal customer More

It was okay, some friendly staff! No issues with services! Appreciate it thank you! Have a great day No issues with services! Appreciate it thank you! Have a great day More

Great service! Associates are always courteous and efficient. I have been taking my vehicles there since 2006 and never had any problems. Associates are always courteous and efficient. I have been taking my vehicles there since 2006 and never had any problems. More