Suntrup Nissan - Service Center

On July 31st my car was towed into Suntrup Nissan located at 6000 South Lindbergh, due to it was in an accident where it hydroplaned off the road into a ditch on Highway 70 and 141 the night before. David Ri at 6000 South Lindbergh, due to it was in an accident where it hydroplaned off the road into a ditch on Highway 70 and 141 the night before. David Riemer, in the Service Department told me that my car was all good and there was no damage to the under carriage. The only things I needed were an alignment, 2 tires, a hub cap and that the car would need to go to a body shop for repairs to back bumper area. Suntrup had my car from 7/31/2020 until Car Craft Body Shop picked it up on Friday 8/7/2020. Car Craft completed the body work and I picked my car up on Wednesday 8/19/2020. I drove the weekend and noticed a noise every time I turn, so I called the dealership and let them know. My appointment was on Monday August 31st at 10:30 am to take my 2019 Nissan Altima. I talked to David Riemer again when I arrived. I told him what I needed … • I am hearing a clicking/thumping sound when I turn either way • right front tire has a slow leak • I needed an oil change Later that afternoon, David called me saying that my car has damage to the underbody carriage and it needs to go back to the body shop. He sent pictures to my email address, the body shop and to the Insurance adjuster. I asked what about the noise when I turn, the oil change and the front right tire. He said that the were just about finished with the oil change and the tire but I have to take it to the body shop. I was so confused because I was thinking about the mechanics of the car. Why aren’t you fixing the mechanics as they were the mechanics that previously worked on the issue. I also asked him, why is it that today is the first time I am hearing of damage to the underbody carriage when they received the car first and the notes on the receipt clearly state there was no damage underneath. He could not answer that question. He stated the technician says there was still dirt packed underneath. I asked, why didn’t the previous technician clean the car off so that he could do his job? How did he check the mechanics of the car if there is dirt packed in parts? That’s the reason why I’m here today cause he neglected to properly check the car. Then he blames the body shop for not fixing the damage. I’m still confused because the body shop was not responsible for the mechanics of the car. I can deal with the underbody carriage later. They refused to look at the reason for the noise, stating if I still hear the noise when the body shop replaces the shield underneath then bring the car back and they will look at it then. I asked David if it would be possible for them to compensate me with a rental car due to their negligence while the car was in the shop. He told me no right away, I then asked to speak to a Manager. David told me that the manager was probably going to say no too because this is on the body shop, but he would still have the manager call me. The Service Manager, Mason called me with terrible customer service. He knew the situation but didn’t start the conversation. I had to ask him if David told him what my issue is and what I wanted. He said yes, then he proceeded to talk. He told me no, they would not get me a rental but he would call Car Craft and speak to the manager there to see if they would. When I picked my car up later that day (around 4:45pm and they know Car Craft closes a 5 pm) I ask Mason what the outcome of the phone conversation with the manager at Car Craft was. All he said was, he called him and he the guy was going to let me know. Mason looked like he was not being honest when he told me that. It just doesn’t make since. Also, nobody ever called me to le me know my car was ready for pick up. I called the service department several times within an hour because I wanted to make it to the body shop before they closed at 5pm. I had to call the Cashier to see if my car was ready. She told me no and that she would go check with David. She called me right back saying that David left at 4pm and my car is ready that the paperwork was on his desk. A couple of days later I dropped my car off to Car Craft and asked about the rental car. The lady that was familiar with the issue with my car told me that her manager told Mason that they would not compensate me that same day he called because they were not aware of the damage underneath and Suntrup only stated damage to the body when they turned it over to them. Little side note…the front right tire’s seal was broken because there was still dirt packed between the tire and wheel. So, they resealed that tire. I have emailed Aaron Paton twice regarding my BBB complaint due to the fact that Mason was part of my complaint and he was the person responding and still to this day has never heard back from him. Poor customer service. Next, took the car to body shop and end result after 2 weeks of having my car, they told me to take the car back to Suntrup because they did the mechanics. They didn't want to touch it. I decided to take my car someplace else because I will NEVER do business with Suntrup Nissan again. More