Matt Keenan at Tri State Nissan

I bought my first Nissan from Brian 9 years ago at Tri-State. I have had all my service performed there and LOVE the service department. I swore I'd buy another car from them just for the service department alone. I didn't do that, I made a mistake and bought a Chrysler. After only 2200 miles I traded that car into Tri-State for a new Versa instead. To a person, every single salesperson, service person and business office person would make me come back and do business again there. Jeff took all the time in the world and worked to get the best deal. I won't make the mistake of not coming to Tri-State again. Lesson learned.

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Mr. Ward,
I want to a moment to thank you and your staff personally and not just through a survey. I am sure you are aware that you have an unparalleled staff a total package that no other company can compare with; a leader in the industry for others to emulate. I have purchased Chevrolet in Hampton & Virginia Beach VA, Chrysler in Newport News, Dodge in FL and Kia in Fredericksburg which you got me out from under, THAN YOU NAN! As you can see I have been a Dodge & Chevrolet man all my life with the exception of the one stray to KIA but without fail each and every one after the sale you are treated like a second rate low life. Admittedly I was not all that enthused with the first transaction in 2007 with the purchase of the Altima it was a little out of my reach but I was able to make it happen because it was what my baby wanted.
I would have never expected the relations to follow beginning with Matt, Chuck Kevin and Tracey in service. My first encounter I went in with my guard up shield drawn expecting to do battle but that has never happened and they are actually what kept me coming back! Last year I realized having two Astros was not economical and when I decided to get rid of one with the concept of service in a more economical vehicle I did not hesitate to go back to Tri-State for a resolution. Through the purchase of the Sentra I was able go from $75.00 in gas per day to $40.00 a week which the difference covers the payments and insurance and additional. Again this year after investing several thousands of dollars including a new rear end in the 1999 Astro when I was informed the transmission needed replacing I turned to Tri-State. I was not enthusiastic going into this venture expecting to receive a negative outcome. I had long marveled the NV2500 but it was a want more than a need at the time with the Astro still running but with the anticipation of the transmission failing I went for it and Russell Moorhouse-Rusty was able to pull it together and make it happen. What a difference, I have gone from one and maybe starting a second job per week to two and sometimes three depending the size of the job. The gas mileage initially was about the same but had increased from 13 to 17 in a few short months. The ability to organize & store the parts made such an efficient difference in income that I was able to take my entire family including married and grand babies on vacation which is the first since 2007. Not elaborate but tremendous never the less.
The accident of my NV2500 October 25th has been about the most stressful situation I have encountered since my days of submarine service. I have dealt with more “I can’t, I won’t and Not willing to” that should fill the quota for the rest of my life. I have operated under the principle of 3 months operating cost or have tried to and felt all would be good getting the vehicle back in a few weeks. When the delay started with parts, Super Storm Sandy onto more damage found over two months going forward to three the financial toll has been devastating. Three day jobs turned into ten, account dropping rapidly, no relief in sight and I was facing failure which I am not accustomed to, possibly bankruptcy if the events continued. Had The events been different and losses cut early I could have purchased a used vehicle and moved on but because of the events leading up to this it put me in a bad position.
You and your staff stepped up in unprecedented proportions from Erin in customer support/rental, Cathy in sales and of course Rusty and whomever behind the scenes I was not in direct contact with. While I do not have the new NV2500 in my possession I was informed by Rusty yesterday that I will have it by Monday or Tuesday which means hopefully the shelves will be installed, van loaded and back in operation by weeks end. The road to recovery will be slow especially with the weather but will happen and I can give credit to no one other than you and your team.
As an additional note, I was not impressed with my dealings with Nissan North America initially. I spoke with Jordan Ciaramitaro- Nissan Commercial Customer Service on a few occasions and the response was very evasive. I received statements such as we are thinking about or the possibility of or a percentage of at which point I had to say stop I can’t work with and, if or maybe and give me a definitive something I can expect or deal with. I realized the accident was not their fault and they are not in the rental business that was never an issue however sending the wrong part and causing the delay in repair is the part I do fault them with and was only asking with assistance in the continued rental expense until the repair was complete and that was not going to happen. That being said and not knowing the behind the scenes events taking place, he has since informed me that they too are stepping up and giving me credit for two months of payments for November and December.
Being a little more relaxed with a positive outlook I am able to see a broader view of the events that have transpired vice being focused on the narrow situation. As such I realize what great lengths you and your team have gone to bring it together and make it all possible especially given the fact none of which you were obligated to do. You have demonstrated beyond reproach the true definition of Customer Appreciation. Whereas thank you seems so insignificant in comparison I want to give you my sincere and deepest gratitude. Rest assured that you have a Tri-State customer for life and be it known as in the past I will continue to steer all those encountered to you for service and sales.
*The previous was a copy of an email sent to Mr. Ward directly, since that time I have taken possesion of a new NV2500 but wanted to add the additional lenghts Rusty went in obtaining and delivering. An exact replacement was located after several days of searching their net work over Christmas and New Year Holiday, a drive was initially made to pick the van up however it was not known at the time that the dealership was closing early so a second trip was made each was at least 4 hours. The van arrived late on January 2, 2013 however was cleaned, fueled and paper work completed by noon on the 3rd. Arrangements made for Adrian Steel Shelving package to be installed on the 4th and the optional accessories installed on the 5th. The Tri-State team has put me back on the road and ready for business in 10 days that could not be accomplished in 3 months. This alone should prove their dedication to you and your success. Bravo for a job well done!

Michael W. Blake

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Awesome service and people!! Quailty service. Never a hassal and always willing to help. Repeat customer of 6+ New Nissans and family as well. A++++++++++++++++++++++++++++++++++++++++++ Service and Sales

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I met Matt Keenan several months ago when the CD player in my 2003 Altima broke and I brought the car in to get a replacement CD player. It took 3 replacements before we finally got a good one installed. Throughout the process, Matt was always positive, encouraging, and despite the previous failures of the replacement CD players, maintained confidence that he could resolve the issue to MY satisfaction. After the 3rd replacement, I can stilll the huge smile on Matt's face when he walked into the customer waiting area to give me the great news that the 3rd attempt was successful and my CD player was now functional. I'm not sure who was happier: me or Matt.

Then on August 21, 2012, as I was driving through CharlesTown, WV., my Altima completely shut down on me and I had to have it towed to a local transmission shop. With 110,000 K miles on the car, I suspected the transmission had died. So I immediately started doing internet searches on a new vehicle and made an inquiry to TriState Nissan. Within hours, I received a call from DJ Lilly and we talked about my situation and he invited me to visit him to consider "options". So I took him up on the invitation and, after I had obtained a rental car, drove to Winchester to talk to DJ. He was one of the friendliest, charasmatic, energetic salesman I ever met. We met for an hour or so discussing trade options and the purchase of a new Nissan. I had found a ROGUE coupon online and was interested in it. But once I drove it, I wasn't hit with the "wow" factor. My 2003 Altima was an upgrade and I had been "spoiled" by the leather heated seats, etc. So when I got back home to Inwood, I emailed DJ and asked him if I could see the ROGUE listed on the online inventory that had the upgraded packet. Naturally, DJ agreed and I drove back to Tristate Nissan with my newly repaired 2003 Altima ( it was the alternator; not the transmission) on Thursday August 23 with the intent of buying a new Nissan. I didn't know exactly which vehicle I would purchase but if DJ and the Tristate Nissan team wanted to sell a new vehicle, I was certainly a willing buyer. But it would have to be a deal I was comfortable with. So I met with Dave to ascertain my trade-in value on the 2003 Altima and test drove the upgraded ROGUE model with the leather package and all the bells and whistles. Several hours of INTENSE negotiations and counter offers resulted in me buying the upgraded Rogue. We encountered a small issue during the time I was completing the financial forms. It took several members of YOUR team to steer me through that last obstacle and finally, after the man who was completing the paperwork suggested a workable "tweek" to the negotiations, I signed all the forms to be able to drive back to Inwood in a 2012 Rogue. The next day, Cathy called me to tell me I had not signed over the title to the 2003 Altima so I returned to Winchester to comply with that. EVERYONE I worked with in the process was courteous and friendly. It took a TEAM to make this deal happen. I knew what I wanted and felt that I was an "informed and educated" consumer. The Tristate Nissan TEAM recognized that and tried, in every way, to keep me involved in the process and valued my opinions/input. I never felt intimidated or coerced by any of staff. I view them, now, as my friends who made sacrifices to get me the ROGUE I wanted. I hope they are happy as I am. I told DJ at our 1st meeting: a willing buyer and a willing seller should be able to consummate a deal. Thanks to your team, and it took teamwork, we made the deal!!!

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Just wanted to give a shout out to the service dept. at tri-state nissan. I had to take our new Rogue in because of a very annoying rattling noise it was making. I know it doesn't sound like a big deal, but I know how hard it can be to track these things down. And I just want to thank everyone involved in finding the source of this noise and resolving the issue. It took a couple trips in, but they found it and fixed it, and I'm grateful for thier resolve. Forgive me for not knowing all the people involved, but I do remember the service advisor Matt, and another named Kieth I believe, and the tech by the name of Seth? If I'm missing anyone or have the names wrong, I'm sorry. Just wanted to thank everyone for fast, friendly service. Truely a great dealership in all aspects.

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My experience with Tri State has been one of complete satisfaction with all aspects of the car buying process. Besides getting a great deal; all the people there are superbly trained in their jobs and making the customer experience a great one, best of the best. I am so glad I bought a Nissan there to be part of this; all the other dealerships in Winchester left me cold comparatively, you now like they really don't care if you are there or not there. I am 64 and I have many years of car buying experiences and this one is the best and I am looking forward my future with Tri State.

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I brought my car in for an oil change and also to get it checked out due to a noise that it was making. Matt explained what he thought the noise was attributed to but also had me take a drive with one of the service staff to make sure that we were hearing the same noise. All staff that I dealt with were friendly and accommodating. I will definitely return here for all of my service needs.

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I have had all of my service work done on my Nissan Frontier at Tri-State. Although my wife's vehicle is a Honda, she has been converted over to the service department at Tri-State. The staff is always very personable, friendly and professional. We deal mostly with Matt Keenan. He was very instrumental in winning my wife over to the service department. Because of the wonderful service, our next vehicle will probably be a Nissan. Keep up the great work.

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Matt in the service department is wonderful! I come mostly with my mother's Nissan Murano to get service and he always remembers my name, no matter the lapse in the time that he last saw me. Ryan Clowser drove me to and from my eye doctors appointment while the car was being serviced and we engaged in great conversation and he was very professional. Ryan is definetly a huge asset to the Tri-State team!

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We have purchased 5 vehicles from TriState. Four of them new and one used. We have always received great prices and payments that we are comfortable with.

When we need service we are always greeted by name and treated like we are the most important customers. Rodney, the service manager, has always helped us with any concerns we have had with any of our vehicles, big or small. This is a place that still has the motto, "The customer is always right". In this ever changing world of customer service, they never let us down but increase our expectations of others because they are so good and kind.

It is an excellent place to purchase a vehicle and have it serviced. We recommend TriState sales and service to all of our friends and family.

You WILL be happy if you give them a try.

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