Asked for a quote on repairing a Body Control Module with a parasitic draw. Was told that they could not provide a quote until the next day due to the nature of the problem (red flag one). The next morning we were told it was not the Body Control Module that was causing the problem and that they needed more time. Two days later we were told it was the Body Control Module (red flag two) and that the work they conducted would be $180.
When we went to collect the vehicle we were charged $510, and when asked about the price dependency was patronizingly told that "it was more expensive due to the work conducted". When the packet they gave us detailed none of the work done, that they were incapable of producing a copy with such details, and still had the page stating the cost would be $180... All for a quote. Work was never asked to be done with the vehicle.
We left and called the manager as we could not speak to one on sight. The manager was not available via call - how convenient! Later the manager responded only after legal action was threatened, and told us an internal investigation would need to be completed and to expect a call by 11:15 the next morning.
The call came late, and as such I was unable to answer, when I did manage to call back the manager did not answer. Later the manager called me. I understand that schedules can be conflicting and things can get busy so I am not holding this against them in the review: however, it is important to share that getting in contact with the facility for anything other than giving them sums of money is extremely difficult.
When we did speak with the manager we were called liars, and asked why we would "approve work to be done to the vehicle and not intend to pay for it?". Well because we were made to believe it was not the Body Control Module, and were not told work was being done - considering this was supposed to just be a quote for a repair, and nothing more. After an hour on the phone with the manager in a circular conversation of "Why did you authorize work?" and "We were deceived" (either intentionally or unintentionally) three things were learned.
1. Per store policy, quotes from this establishment should be free
2. When a mistake is made, they will try to push it onto the customer and refuse responsibility for the mistake.
3. The service representatives are either liars or grossly incompetent.
There are plenty of quality Nissan dealers in Southern Maine, and Berlin City Nissan is not one of them. Take your time, money, and sanity elsewhere.