Nick Covino | Page 2

As I told Nick, we have purchased two cars from this dealership over the last 16 years, and have had our cars serviced there since then, and yesterday’s experience was the only time I have ever left tru dealership over the last 16 years, and have had our cars serviced there since then, and yesterday’s experience was the only time I have ever left truly unhappy. We purchased a battery from you 25 months ago and it died to the point it took us hours to jump it and get it to an AutoZone to get a replacement battery. My wife called and your team said that our battery was under warranty and to bring it up yesterday to take a look. Nick said it would take about 2 hours to run tests and if it was the battery he could replace it. We agreed and I arrived at Jackson Acura at 7:30am yesterday. Nick advised to give him about an hour and a half to test the battery. About 10:15am I asked Nick if there was any update. He said he would check. About 10:45am he advised that the car was about 75% done and would let me know when finished. It wasn’t until almost 11:30am when Nick came to me and told me the car was OK and showed me a paper saying they were able to discharge and fully charge the battery. I was initially told that the car needed to be tested not charging the battery. I was never provided any details unless I sought Nick out. I was told that they had charged the battery and were not even planning to put in back in the car until I said that’s the whole reason I came to your team. I asked what happens if the battery fails again, and he said to bring it back and they would run more tests. So to detail why I am upset: I stayed at the dealership since I was told 2 hours. Otherwise I would have scheduled for another day or had a ride to pick me up. As a result, I lost half a days work. Which has caused an impact to me. I was never advised that a 2 hour battery charge was occurring and given the option to leave. I told Nick that I am super unhappy that I am forced to leave with a battery that has failed once and have no confidence or comments from you that it should not fail, only to bring it back if it does, which could result in the battery failing somewhere I cannot get easily jumped and could end up having to pay for a tow. I bought the battery from you with confidence, I should be able to rely that you stand behind your product and not just try to patch the problem and get me out the door. Nick explained to me your rules regarding you needed a failed test to replace the battery. I do not blame him for following rules, but as I told him, as our cars age, I foresee many more regular service and otherwise. I want to take them to those that I trust, which in the past has been your team. If I am to be allowed to leave with a car repair I am not confident in on a warranted $200 part, that may or may not cause me more headaches and inconvenience, how can I continue to come to you in confidence? I do not wish to argue about what your rules are. I understand you have to have a standard operating procedure. What I am frustrated about is that what I thought was a good “relationship” with a business we trusted is simply boiled down to black and white rules. I am very surprised that not replacing a $200 warranted battery is worth losing our business going forward. As previously stated, you had always treated us well from sales to service, which made this experience so surprising. More

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Nick Covino and the Service Team at Jackson Acura continually provide me with an A+ experience. I highly recommend this team and personally will continue to use them for future appointments. Profes continually provide me with an A+ experience. I highly recommend this team and personally will continue to use them for future appointments. Professional and courteous.....always.... More

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Working with Nick is always a pleasure. We have been seeing him for many years and he has always been wonderful. We have been seeing him for many years and he has always been wonderful. More

by JONDKAUFMAN1 Verified Customer Verified Customer

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Excellent service with fair pricing, when I need it. It doesn't get any better than that. It doesn't get any better than that. More

by Gbarrow Verified Customer Verified Customer

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Resolved issues with the car and took care of recalls. Gave me a loaner which is nice. Gave me a loaner which is nice. More

by FENECH Verified Customer Verified Customer

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Efficient. Courteous. Transparent. Explain what and why Always a pleasure to deal with Clean facilities. Could use better snacks Courteous. Transparent. Explain what and why Always a pleasure to deal with Clean facilities. Could use better snacks More

by ALEXGLUZMAN Verified Customer Verified Customer

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Really honest recommendation and provide me clear idea of my car. Great service. Definitely recommend my car. Great service. Definitely recommend More

by Ashok Verified Customer Verified Customer

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Nick was great, as usual. He always keeps us well informed on the progress of our Repairs He always keeps us well informed on the progress of our Repairs More

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Perfect Nick is very good and helpful And took care of my car when it was late being done car when it was late being done More

by syedrasheed23 Verified Customer Verified Customer

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Nick always goes above and beyond to assist. Excellent customer service! Service department is efficient and does excellent work. Excellent customer service! Service department is efficient and does excellent work. More

by julie_eck Verified Customer Verified Customer

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