Suntrup Nissan - Service Center

The customer service of this company is a disgrace. They have rude women answering the phones. The service department never calls you back and if you have anything but a new car they could care less about y have rude women answering the phones. The service department never calls you back and if you have anything but a new car they could care less about you. They put you on hold forever when you call and did a terrible job with the recall on my pathfinder. They fixed it only half way and there were fumes pouring into my vehicle because they didn't take the time to do a good job and you could see the engine from the steering shaft inside the car. I left two days worth of messages and never got a call back and I call the company 13 times in two days and finally insisted that they physically go into the service department and contact someone. Every person I spoke with was rude except the mechanic Sean who finally answered the phone. Awful service, awful workmanship and rude people. More

Generally very good service. I had already scheduled a service appoint when I learned what the actual problem was so I tried to call to get a price on a part. Was put on hold twice and then told no one w service appoint when I learned what the actual problem was so I tried to call to get a price on a part. Was put on hold twice and then told no one was available and could they take a message. The phone operator was prompt and courteous but I gave up and made an appointment elsewhere. Very difficult to get through to parts and service on the phone in general which is why the online scheduling is great. I understand a busy shop. It would have been helpful if I could have looked up the price online. There are several prices for services given when scheduling on line but no ability to look up specifics even when you have my VIN#, make and model? I imagine it is too complex with room for too many errors. Also, I noticed the repair scheduling stops at 7pm with many days no availability past 5. One thing I tell my friends is how great your service dept is with evening hours until very late. Will this continue? Thanks Bev bevinstl@gmail.com More

Travis is awesome. He helped me with a situation involving a nail in my tire and was able to get me into the service department on very short notice. involving a nail in my tire and was able to get me into the service department on very short notice. More

All I want to know is when did "getting a sale" mean more than "overall customer satisfaction?" I went into this establishment with a trade-in and less than perfect credit. I h sale" mean more than "overall customer satisfaction?" I went into this establishment with a trade-in and less than perfect credit. I hadn't planned on getting a car that day, just was really weighing my options. I had my mind set on a specific type car until I met Russ. He's a real good salesperson and knows his product. If I had to rate him on product knowledge he would get a 10+. I was convinced to go with a car I knew very little of over the popular car. He really had me to believe he had my best interest at heart. I was sold. It went downhill from that point forward. I had some credit issues that I was working on but my car payment history was excellent, and that’s what he based his decision on (to get me in a car that day). I did drive out the lot that day. What I also got that day was a damaged new car, a very high car note and a response “ that I was lucky to have gotten what I got. What I didn’t get was “my input” into the deal I got. I was never asked if I wanted a car with hail damage (strip vs tinted windows for that matter) or what would I like for my car payments to be so I could be fitted into a car within my budget, none of this was discussed. Now that Russ has gotten the sale he has put me on the back burner, there are loose ends and he is not putting as much effort as to what he put in to get me to love the car and what he put in to get me to leave with car that day. Still waiting on a resolution regarding the hail damage and it’s been a month and a half I had the car. I love my car but would not refer anyone to that dealership. UPDATE: Brett, the general Manager, was on top of my issues with the car and my concerns regarding my experience with the sales rep. Beau was there to assist me when my car came back from being serviced. There was a minor concern but Beau was proactive with this issue as I would expect the team as a whole should be. Overall, I am happy. I was treated very professionally and with respect. Thank you, Brett and Beau. I would refer the both of you to people I know! More

I purchased my car new Nissan from Suntrup. Love the car --but the "sales/service" department is scamming the customers who foolishly purchased the warranty. I tell everyone I can about the refusal to fix m --but the "sales/service" department is scamming the customers who foolishly purchased the warranty. I tell everyone I can about the refusal to fix my AC--even though it was NOT the "Rock hit the condenser" like they reported it to be. The guy said "That is what is always is". When I asked to see where it was damaged, they admitted they had never even taken it apart to see where the problem was. I asked that they take it aprat. They said "That will be $160.00 to diagnos." I agrred. Turned out to be something ELSE that was oddly not covered. Irequested a 2nd opinion and they called the inspecter and TOLD them what the issue was..nice. I had it repaired at another shop--nothing to do with a rock or even their lying 2nd thing! Part failure. Warning to others: Paying an extra 10% for the car due to fake WARRANTY =rip off. I have channel 2 news looking into how wide spread this theft is at this dealership. Shame on Suntrup! More

I have been a loyal customer of Suntrup Nissan for the past 3 years (ever since buying a new car there in 2008). After my last experience in a series of unpleasant ones, it is safe to say that I will no past 3 years (ever since buying a new car there in 2008). After my last experience in a series of unpleasant ones, it is safe to say that I will no longer buy/have my cars serviced at Suntrup. Please bear with me as I chronicle my history with your location. 1) Buy a brand new Altima in 2008. Within the 1st month I brought the car back to the dealer three times - twice because the tire pressure light was on and the once when the sunroof got stuck open in the rain. In addition, when I was having issues with the stereo system, I was sent to a third party to have it looked at since it was an aftermarket installation. Not exactly my definition of easy and convenient when it comes to a new car purchase. 2) Trade in the Altima for a used Armada in late 2009. Not only did I have to wait over 3 months for the extra key and an update to the navigation system, but I had to call the used car department weekly to remind them they still owed my these items that were promised the day I bought the car. Then once again, as seems to be the pattern with cars bought at Suntrup, I was in the service department within a month when my car was billowing smoke out of the exhaust. Come to find out the previous owner did not change the oil frequently enough. So I shell out $500 less than a month after purchasing the car. Apparently "certified pre-owned" doesn't really mean very much if I am paying for service on the car before I have even had time to register the plates. Then comes the recall to an issue with the fuel gauge. I received the recall notice in the mail and promptly scheduled an appointment to have this issue corrected. I was informed that the part that needs to be installed is not available at this time but they would call me when it came in. More on this one later... 3) I call Suntrup to make an appointment for an oil change and emissions inspection. When the car is brought in for the appointment the check engine light is on. I am informed that they cannot do an emissions inspection with that light on (perfectly reasonable) so they run a diagnostic to find the issue. I then find out they are going to charge me $75 to tell me I had a loose gas cap. Now I understand that cars are complex, but I am shocked that your technicians wouldn't know to check this minor detail before running a battery of tests. I can only assume this is just a way to make money with no regard for customer service and loyalty. In addition, it took 2 and a half hours of this test for them to inform me I would just have to bring the car back later for the emissions inspection. 4) I take the car back to Suntrup for the emissions inspection. I make an appointment on line for 10:30. I arrive at 10:15 and they inform me this is an "easy" service and "it should not take too long". 2 hours later, I finally have the inspection complete on my car. (Which, by the way, 2 hours seems to be the average time I am there each time I bring in the car for service). I'm not sure why you even take appointments if they are not going to be kept. I refuse to believe that a simple oil change or emissions inspection takes 2 hours to complete. In addition, during the round 1 of the emissions inspection I was asked why I haven't brought in the car to get the recalled fuel gauge recall serviced. I told them no one had called to say the part was in yet - the service person then backtracked and said there was a nation- wide shortage on the part. To this day, the recall has still not been resolved. I would think that after purchasing 2 cars at Suntrup , it would offer me some sort of customer loyalty. That is clearly not the case. In fact, I’m not sure why I would ever come back to Suntrup for service or even a new/used car purchase. It is extremely apparent they do not value their customers. Thanks, Becky Mullen More

I had a great experience when I bought my new VW. MY sakesman Brian Fiddleman made the3 whole day quite an adventure. He took over and made his knowledge of all the cars easy for me to understand and I sakesman Brian Fiddleman made the3 whole day quite an adventure. He took over and made his knowledge of all the cars easy for me to understand and I feel he put me in the best car for me and my family. This young man knew what he was talking about and from beginning to the end of the sale an easier task than any other purchase I've made. Thank you Suntrup. More