Genesis of New Castle

Awesome service department. They are an example that all dealerships should strive to be. Definition of 5 star. dealerships should strive to be. Definition of 5 star. More

Hello my name is Khalid Grace and I am writing you because I feel as though I have been misled and also treated somewhat rudely by your staff at Hertich Nissan in New Castle Delaware. The situatio because I feel as though I have been misled and also treated somewhat rudely by your staff at Hertich Nissan in New Castle Delaware. The situation is simple I requested brake inspection and service with the understanding that I needed a loaner vehicle. I was told the next loaner would be available in 3 weeks so I set up the appointment even though 3 weeks seemed like a long time away. But because of the past service and treatment at your facility I thought that the wait would be ok especially since a loaner was being provided. Well today I show up with my vehicle and was told I have to pay for a rental car, which is not really a problem for me. What is at issue is the fact that this should or could have been explained at the beginning when I made the appointment. Had I UNDERSTOOD that I was paying for a rental, I could have taken my car anywhere for my repair and secured my own rental car at the exact same price or cheaper. I spoke with your service manager Jeff and his demeanor and overall lack of empathy for my situation was less than expected for a reputable company such as Hetrich and unfortunately you may have lost a loyal customer due to this misunderstanding. Which could have been resolved my simply acknowledging the miscommunication but instead I was told that I had only been there twice for service since 2018, etc., etc. in effect minimizing a return customer and leaving me feeling like my patronage didn't matter. I informed your service manager that I felt misled and was simply told, "so do you want to cancel the service or not?"....at this point the importance of customer service has been lost at this establishment on me. And although I may be simple a small customer I believe other franchises would welcome my loyalty and partonage. Thanks for allowing me to vent and have a great day Khalid Grace More