McLarty Nissan of Benton

Sales Oriented! Not Service Oriented!!! From the moment I entered the place it was all about sales and raising the company’s Average Ticket Sales! I came in requesting mileage due services. From the moment I entered the place it was all about sales and raising the company’s Average Ticket Sales! I came in requesting mileage due services. Why go for the Grand Slam? When you already have a stand up double with a RBI! I was due and asking for oil and filter service. Requested transmission service following servere service recommendations at 60,000 miles. For the price, I hope it was a flush of the system and not a drain and fill as was common on foreign vehicles. I requested radiator service per mileage recommendations. I said I had checked the air filter. It was fine. I requested them check my cabin air filter as it probably had not been checked. I requested tire rotation and balancing. Immediately after leaving I receive a phone call. Technician reccomended replacing air filter. I knew it was more than fine but asked the price of small common air filter. That I had purchased not 6 months prior for $8.49. I was shocked to hear their price was $30.00 for same. A K&N performance air filter is only $45.00. I said no, that was way to high for something I did not need. Was told technician recommended brake pad and fluid service. I personally pulled the tires and checked brake pads and more than half life was left. Not 6 months prior. Now I’ll tell you I am a disabled Desert Storm veteran. I purchased this car 3 years ago with 56,000 miles and 3 years later had service at 60,000 miles. That’s an average of 1,250 miles a year. After hanging up I received another call Tech recommends two new tires. Two of mine were BAD! Yet they were 4 brand new quality tires not 4,000 miles before. I said well how much for 2 13” tires? $428.00!!! I sad no leave my tires alone. Then I received a phone call and was told my car did not have a cabin air filter. Although clearly in owners manual as standard feature. Maybe I read it wrong. Man makes mistake. I was then called back, told yes my car had a cabin air filtration system but did not have a filter in it! So I needed one. Had it replaced for $35.00. Found it for $9.99 day after getting out of shop. Won’t do that again. I was then called back and told a fuel system service was needed. $149.99. I can put an additive in the fuel and oil. But I said a fuel filter typically 30,000 miles so enquired about having that done. I was called back and they could not do that service, fuel filter was in fuel tank. This is my first Nissan. I’m not expected to know everything about makes and models. But when I take it to the Nissan Dealer, I would think someone would have a working knowledge of a common model. Not be told my vehicle did not have something I know it did. Recommend services that can not or could not be performed on my vehicle. Charged triple for something that any layman could replace. The only reason I went to the dealer was because of a recall I was notified about. And then the transmission started acting up so went to have it checked and or repaired or replaced. Turns out 3 recalls were out on my vehicle and one recall was for transmission programming which described the same problems I was having. I was told I was overdue for transmission service. Yet here I was at 60,000 miles, just barely at the mileage it as recommended for the very first time. Following servere service recommendations which my vehicle does not go through. Needless to say. I walked out after paying over $700.00 and that wasn’t good enough. Over $900 of service was recommended for things not needed. I understand sales and service. I was a general manager of 10 jiffy lube franchises and the first thing I did was raise the technicians pay and dropped sales based commissions. And immediately the pressure sales stopped. I had them focus on service and not taking advantage of and over charging customers. If in question, “Ma’am or Sir, these are based on mileage recommendations. We do not have record of these being done but you may have had them done somewhere else. Obviously you wouldn’t need if already done. So I’ll make service recommendations based on your make and model and mileage. You may then check your records and if you have not had them done we would be glad to do all of your services!” Needless to say, customers did check and would come in requesting said services. Ticket averages, company wide soared and the customer was happy because they were not pressured. Was told to check so they wouldn’t be overcharged for something they did not need. After my first fiscal year in a Missouri market I had never been to. I received an award for the highest growth in profitability of all franchises ever 933 % increase in profits over last year. Almost 1000% increase in profits. That’s money in the pocket. By taking care of not taking advantage of the customer. I am usually the quiet customer. You give me poor service, I’m quiet. I pay the bill and leave. Never to return. The quiet customer is what kills a business. If someone complains, you have an opportunity to satisfy that customer. No matter the cost and have them return over and over again. But I’m so displeased by this blatant disregard of the customers and their vehicles needs over doing things fairly and honestly. Not forcing pressure sales for a product or service not really needed. So the average dissatisfied customer usually tells 10 people of their dissatisfied service who then tell 5 of their friends of your bad service who then tell 2-3 people who then tell 1 other person of the bad service. 10 people not likely to use a company. Then their 5 = 50 people plus the 10 is 60 people. Then times 2 = 120 people who each just mention to 1 other person. There’s an additional 120 people. 240 people plus myself that probably want use a company after hearing negative reviews. Instead I am sending a copy to 1800 Facebook friends of mine, begging them to forward to each and every friend on their list and to keep forwarding until your company feels the financial strain of sales and customer repeat business is all but null and void. I really feel for the customers who know no better, like my elderly mother who mistakenly take their vehicle in stating if it needs it just do it. Repeatedly racked up in sales for a quick nickel rather than a slow dime. Do not contact me. What’s done is done. Try to use the ramblings of an old man to better your company and your customers experience. More