Findlay Nissan Henderson - Service Center

Professional people trustworthy great job on my ride. I will always take my Z to Henderson nissan will always take my Z to Henderson nissan More

I am giving my service advisor 5 stars, because he has been nothing but helpful and actually knows how I am with my car. However, the department as a whole needs a serious improvement and I only gave them been nothing but helpful and actually knows how I am with my car. However, the department as a whole needs a serious improvement and I only gave them 2 stars because my advisor would be their saving grace. On 8/5 I brought the car to be looked at because the driver side fender (they call it bumper) wasn't sitting right. I got the vehicle off the showroom floor and this wasn't like this when I bought it 6/24/21. They kept the car for the morning/afternoon to determine the issue. I got a call that the shuttle would come back to get me and it was determined to be a defective/warped clip causing the chrome piece and the painted piece under the headlight to stick out. However, being a 2021 vehicle, they did not have the part in stock and would call me when it came in. That it should be that following week. Weeks went by, no call. When I returned from a trip to upstate NY I emailed the dealership the following day asking about the part. They called that afternoon and I missed the call. It was a Tuesday, Aug 31. I called all week and kept getting voicemail and no return call to the number they left me to call back. The following week, I called the main service number instead. Tuesday 9/7/21 and asked if I could bring the car in the next morning and they would need it for the day to go to the body shop to get this fixed. Sure! I go, I also ask if I can get a quote to fix 2 gouges and a small dent in between them on the hood that occurred from something hitting my car driving through a construction zone, because I know touch up paint would make it more noticeable. I drop the car off, they give me a loaner for the day and say they will call when it is ready. I get the text that said real time updates on the service. This needs improvements. There were no updates, it just said "in service" the entire time until the multi-point inspection was finished then I got that result in an email along with a text where this live update said service complete and what they did and how the ticket was closed. No call, car must not be ready. Thursday, 9/9/21 I get a call in the afternoon that the car is ready. Cool! I go to get it, Fabian went over the paperwork and said they fixed it and test drove it and its staying put, bring the paperwork out to the lot attendant and he will bring it around. He also said to fix the hood was outrageous because they would have to repaint the entire thing. I said, ok don't do it, it will bother me because I can see it, but I don't have thousands of dollars to fix something so minor. I go out, I see the car but they drove it up to me anyway, I walk around the back, didn't even think of checking the work. The lot guy left the driver door open for me so I got in and went home. Once in the garage, I get out of the car, close the door and low and behold there is a dent in the driver side door that was NOT there when I dropped it off. I immediately call, and my advisor was done for the day, but the lady I spoke too I let her know this and I also noticed the bumper/fender was NOT fixed. She said to bring it back in the morning so it can be addressed. 9/10/21 I go there as early as I possibly can. Fabian comes out and looks at it and agrees that dent was not there when I dropped it off. He sees the fender still not fixed and says he was going to call the body shop and see what the deal is and when we can get me back in. He walked away from me when he called, came back and they also said the dent wasn't there. I get a new day to bring it back, the following week and Fabian said they need it for 3 days. He said, bring it Tuesday before 6 he would be there and he would have a loaner reserved for me. We talk about the dent because I said, I know it is just a cosmetic thing but really its in a place where it will bother me and he said he knows how I am about my car he will get it taken care of. Now, I am no noob when it comes to cars, I know how long paint takes and I know how long they said they needed it the first time to fix a clip. There is no possible way a clip and a dent should take 3 days. Still, I am optimistic but thinking to myself, "I wonder if they are going to fix the hood too as an apology for damaging my car while in their possession?" To me, that is the least they could do. Then, I wonder if the dent repair is going to be with filler and paint because it's not in a good spot. If that is the case, it better look like it never happened because anything short of perfection at this point isn't going to fly. In any case, Tuesday, 9/14 I bring the car back like they said, the night before my appointment. Fabian is not there. Now, I know things happen so this is not against him as he is wonderful. I go in, I say who I am there for and am told by a lady advisor that he is not there but I can still leave the car. I said he also said he was going to reserve a loaner for me because you need the car 3 days. "I see this note here but unfortunately we don't have any available. I am not sure what happened to the one he had reserved but we don't have any." Again, nothing on him, but someone there should have called me to let me know there wasn't a loaner available so I didn't make a wasted trip. So I leave, and come back the next morning a little after 7am when they open. Fabian is there and said he was out sick Monday and Tuesday. Again, nothing on him because things happen. I told him about the car situation and how they didn't have the loaner for me and he even said yeah and we have one for you now, I am not sure what happened with the one I had reserved for you and I am sorry about that because I wasn't here. Not his fault. So I get an Altima as a loaner car, I made a stop before going to work and I had an errand to run after work. Upon getting to the end of work driveway I get a ding warning in the loaner that tire pressure is low. 19psi on one tire instead of 36 like the rest. I go put air in the tire. I go run my errand and go home. Next morning I had another errand to run before work. I get in the loaner, turn it on, warning light, tire pressure in that same tire is now at 5psi. I go back to gas station fill up tire and notice a nail in the tire. Call service department and have to bring it back to get that fixed. I go and get that done and Fabian is there and I say "are you sick of me yet?" He laughed and said not at all. I get that done, I leave he said he will call when car is ready. Since I dropped it off on 9/15/21 when they opened, 3 days would be by EOD Friday 9/17/21 or at the latest Saturday 9/18. At the time I didn't realize they were open on Saturday. No call. Online live update says ticket is closed and complete for inspection. Monday 9/20 I send a text to the number set up for me if I need anything throughout my service to text. I ask how is the car doing? I let Fabian know about the service saying it is complete but just wondering the status. His reply "Its not ready yet" I asked to keep me posted and he says "ok". Nothing more and nothing on Tuesday. Wednesday I send another message to him "Hey Fabian, what's the word on the vehicle? Body shop said they needed it 3 days and not counting the weekend by EOD today it will be twice that..." I then proceeded to joke about are they doing some fancy upgrades like the 360 camera, led headlights, crossbars etc. as an apology in the process. He responded with "lol I wish. they had to order two other brakes (I assume he meant clips) and the dent guy is showing up tomorrow (9/23) to fix the door im sorry about the guy they just let me know today." I then joke about the upgrades again and how I wouldn't be upset if those happened. And ask if this means it will be ready by EOD Thursday. and I get "Friday it should be done" Friday rolls around and I get a text about how it would mean the WORLD if I would fill out the survey from Nissan. It was for the service done 9/8 which was my first visit to fix this issue. I wasn't very nice in that survey. I think I rated a 6 out of 10. I was nicer than I could have been I guess. I made mention how they damaged my car in their possession and were not able to fix the issue even though they said it was fixed. All this could change if they make things right. I don't like leaving bad reviews but in this day and age it is necessary. So after getting the survey I said once I get the car back I will fill it out, but after looking at it and realizing it was for the first service I decided to do it. I text back that afternoon, just to ask about the car because he said it should be done and I know they close at 6 so I wanted to make sure before coming over there. He responds with no it is still in the body shop and thanked me for the survey. I made sure he was aware the survey questions were vague so I tried to explain answers to ones pertaining to him in the comment section at the end. I then asked if they were closed on weekends and he said "sundays only we should have it done on Monday" I again joking but at this point kind of seriously say "after all this time it better be fancy and have upgrades." 3 days... 3 days to fix a dent they made and a clip that still was not fixed. 3 days has turned into 10, 11 counting Monday when I should have the car back. At this point, I don't think I am asking to much that if they had the car for 7 extra days that they could repaint the hood as an apology for damaging my car and throw in some upgrades. Not telling me or updating me that parts had to be ordered or the dent guy wasn't there is unacceptable and quite frustrating. The LEAST that could be done to make this right would have been to fix the hood. If that isn't at least one above and beyond when I finally get the car back that was done then considerable discounts or some free upgrades would be a nice compliment. I honestly wouldn't care if they fixed the dent and the bumper/fender only, IF I had gotten it back in 3 days. However, if and when I get the car back, if the dent is fixed with filler and paint and still doesn't look right, I am going to have to get the service manager involved to see what can be done to make this right. I am very patient, and also passive when it comes to things, but this dragging on has me frustrated and becoming more and more upset, not only because the problem wasn't fixed the first time, but because they damaged my car in their possession and don't seem to be doing anything to keep the customer satisfied or go above and beyond to make it right. We will see what happens tomorrow though if I get the car back and if things are indeed fixed to my satisfaction, I may retract that last statement. More