Tony Nissan

Buyer beware I was very disappointed with the service I received with the Tony Nissan Service Department. I had literally taken my car in to Lex Brodies the day be I was very disappointed with the service I received with the Tony Nissan Service Department. I had literally taken my car in to Lex Brodies the day before for an issue with my tires, and they told me that while there were no problems, they recommended changing the tires soon. The Tony Nissan Service department the very next day called and said I needed to replace the tires IMMEDIATELY, along with several other very expensive items. I felt extremely pressured and did not feel like I had an opportunity to explore any options. I was so confused, and upset that I agreed to whatever I could afford to get my car back. A few days later I had a friend who is a licensed auto mechanic review the bill/statement, the work that still needed to be done, and my vehicle. When he informed me that I had overpaid by more than DOUBLE what he or comparable mechanics would have quoted me, I felt sick to my stomach. I was also under the impression that my car was under warranty, and was not informed why these services and parts were not part of my warranty. He also informed me that the the pressure to buy new tires was unwarranted given the statement of the wear on the tire tread and that several of the other services could be done incrementally. Now if I do choose to return to Tony Nissan for servicing I will do so with extreme prudence, but I am doubtful that I will return unless absolutely necessary. I will however say that the people that I had spoken to were professional in demeanor (first Ryan and then I believe Chad), so at least Tony Nissan Service has that in its favor. More

Horrible Customer Service I had my 2010 Nissan Rogue towed in on a Thursday evening for service after it overheated on the freeway. I left the keys in the night drop box, and I had my 2010 Nissan Rogue towed in on a Thursday evening for service after it overheated on the freeway. I left the keys in the night drop box, and received a call at 6:30 am the next day. The service rep (Etta Nobriga) told me they had received my car, had me authorize a diagnostic check, and said she'd call when they found the problem. I had not received a call back, so I called the service department around 2:45 pm. I was told they had not yet run the diagnostic check, and would get to it the following day, and again said they'd call back. Around 9:45 am the next day a call and said the radiator needed to be replaced, and would call when ready, hopefully by 3 pm, and they close at 3:30 pm. Around 2:40 pm, Etta called saying the car was ready and we need to pick up by 3 pm. I said we could not make it there in 20 minutes, and she asked if we could be there by 3:15. I asked what time the service department closed, and she said 3:30 pm. I said I would be there by 3:30. Upon arrival, she pointed to the cashier window, and said, "You can go pay over there at the cashier. They look like they're closed, but there is someone there waiting for you." She did not explain what was done to the car or why. While at the cashier window, I asked what exactly was done. The girl yelled across the room to Etta and said she needed to come explain what was going on; she came over and explained that the radiator was replaced due to "possible" road debris, and subsequently was not covered under the extended warranty purchased through CNA. She never offered to show us the "damaged" radiator. When I asked her if the 12 month new part warranty was transferrable to any other Nissan dealer, she said she didn't think so, but would look into it and call me on Monday; she never called. We took the car home, and about 3 hours later went to church. After driving only approximately 20-25 miles, the car would not start, and had to have the car towed back to Tony Nissan. I again dropped the key in the night box, and left a note for the service manager to call me on Monday (31 March) when they opened. I then went inside and spoke with a salesman about our situation. After beginning to explain, he interrupts to ask who originally sold us the car; I told him Cal sold us the car. He went to get Cal, and I again began explaining to Cal our situation. He also attempted to interrupt my story; I told Cal I want to speak with a manager. He went to speak with the finance guy about our CNA policy, and explains situation, and comes back to tell us the finance guy will speak with us about the CNA situation. The finance guy (James Kawata) listened to us, and said he will contact the powers to be to see what went wrong, and will get back to us (first pleasant experience with Tony in 3 days). I received 2 missed calls around 12:15 pm on Monday, but no messages were left. I immediately called back to the service department, and after being hung up on, and then transferred to a number which only had an answering machine, I finally was able to speak with Etta. I asked her what the status was on my vehicle. After being put on hold for over 6 minutes, she returned to the phone and said the tech was not able to get to it yet, and would call when they diagnosed the problem. I told her I expected a call back not from her, but the service manager. Around 2 hours later, after not receiving a call, I called the service manager (Kale Kippen), and he said, "Oh, I was just trying to call you." He informed me that the head gasket was blown, and "failed miserably" upon inspection. It would take about 7 days to fix, and should be covered under the CNA warranty. I asked about a rental car, and said he would call CNA for authorization and call me back. About 20 minutes later, he called me back and said the CNA authorization office was closed for the day, but would get us a rental until the following day when he could get the authorization. I did some research, and Kale agreed, that one of the most common symptoms of a blown head gasket was overheating. I asked if I could come in to see the "damaged" radiator, and he said it was already in the "compactor" and was no longer available. The following day, (Tuesday 1 April 2014), I received a call from Etta; she apologized for her “unprofessional” conduct and informed me that CNA authorized 5 days of car rental; if car repairs are not done in 5 days, she will call CNA for further authorization, and notify us. On Monday, 7 April 2014, I still had not received any updates. I called several times between 2:30-3:30 pm, and was not able to reach anyone. I left a voicemail message for Etta to call back and did not receive a call. The following day, (Tuesday, 8 April 2014), I called Etta again around 8:30 am; she said car repairs are done, but they want to “cold start” it; she will call back when vehicle is ready for pick up. I finally received a call from Etta around 9:45 am saying the car is ready for pick up. The major problems I have with this entire issue are: 1. I wonder if all of the radiator problem was actually true; because the "radiator damage" was due to "possible" road debris, the radiator was not covered under the CNA warranty. I had to pay out of pocket for a tow, rental car, AND a new radiator; totaling approximately $1,200. 2. The follow-ups were not conducted in a timely manner. 3. The customer service was not very friendly nor accommodating. 4. I was never offered to see the damaged radiator, and when I asked to see it, it had conveniently "just put in the compactor this morning." I would never recommend getting any service done through this dealership! More