On April 4th, I called the service department to schedule an appointment for my 2017 Pathfinder.
After having the oil pressure light come on and another mechanic try to fix it to no avail, my husband and I decided to bring it back to the dealership we bought it at. I was informed that the next open appointment for a diagnosis was April 15th, so we took that appointment. I told the woman who I booked the appointment with that I would be getting the car towed there the day before, as it was not drive-able. She then stated that if it was there earlier and an appointment became open, they would be able to look at it earlier. Due to this slight possibility (as I had already been without a car for 2 weeks), we use my AAA account to tow the Pathfinder from Greensburg to your dealership on Sunday, April 7th.
On Monday morning (April 8th), my husband called the service department to let them know that the car had been towed there, exactly where the tow truck had told me he dropped it off (in the back of the building near a sign that says "detail"). The tow truck driver also informed us the he walked the whole building and had difficulty finding the key drop box, so he asked us what to do with them. We told him to leave them in the glove box and my husband also informed the service department of this. We were well aware that the car could possibly sit for the week, but had hopes that it would be able to be seen sooner, as we both work full time and have three children, all involved in extracurricular activities. The service department said they would go get the keys, thanked us for letting them know, and we never heard anything else.
As stated before, our actual appointment was not until Monday, April 15th, so we did not feel as though it was necessary to call and bother the staff about whether or not our car was done or not.
On the morning of April 15th, around 9:40, my husband called to check on the car (as it is our appointment day) and also see about possibly getting a loaner while ours is being worked on. He was told that Jennifer would return his call as soon as possible. About an hour later, Jennifer returned the call telling him that our car was missing, had never been there, and that someone was supposed to call us last week and let us know. However, that call never took place.
After complete and utter panic (after all, we just found out our car has been missing for a week and no one told us), numerous phone calls from me to AAA (who towed the car), my husband to the service department, AAA to the service department, AAA to the tow truck driver, and the tow truck driver to the service department, my car was finally located: at your dealership, where the tow truck driver said it was.
Jennifer called my husband to tell him that the car was there, but this time, changed her story. She told my husband that they called three days ago and left a message letting us know that the car was not there - which is completely not true - and interesting, considering on an earlier phone call, she apologized profusely that no one had called at all. She than stated that the tow truck driver must have waited to drop it off until later in the week and that is why they did not know it was there, which is also untrue, as we were standing there when he took the Pathfinder on the tow truck and got a confirmation call from the tow truck driver when he arrived and we told him where to place the keys. This blatant lie to cover up the mistake that was made was extremely unprofessional and, unfortunately, this is not where it ended.
At this point, I had been without a car for 3 weeks, one week of which it was sitting in your lot with the chance of being looked at, but there was no chance of fitting it in early like I was told was a possibility, because the staff essentially misplaced a large blue SUV for a week and did not let the owner know until 7 days later. Then, they tried to cover it up with a blatant lie.
After sending an email detailing the situation to the GM, I received a phone call from a manager named Mitch. Quite honestly, Mitch began to redeem this dealership with the first couple of days I dealt with him (Monday and Tuesday). He was extremely communicative, even to the point where he gave me his personal cellphone number, and contacted me even when there was no real news about the car just to let me know that we (and our vehicle) were not being ignored.
On Tuesday, I spoke with Mitch and he informed us that Nissan was denying our warranty and that he would be contacting me on Wednesday morning with a quote for the repairs. I thanked him and my husband and I began looking for other quotes for the repairs also. Wednesday morning came and went and I got no phone call from Mitch (or anyone else) regarding a quote. At this point, we had gotten a quote from another shop and decided to work with them anyways, so I called Mitch on his personal cellphone and got the voicemail. I left him a message detailing our thanks for him trying to remedy the situation with the lost car and lack of communication. I also let him know that we would be taking the car elsewhere and asked him to contact me when the car was ready to go and how much we owed for the service. I never heard back from him. I waited the rest of the day Wednesday, all day Thursday, and Friday morning for a call simply letting me know my vehicle was ready to be taken off the lot - and never got one. I called Mitch's personal phone AGAIN around 8:15 A.M., and my call was sent to voicemail after only ringing two and a half times. I left another message simply asking if my car was ready since I had not heard from him. I then waited a few hours, wanting to get my car to the shop who was fixing it as soon as possible (with it being a holiday weekend), as it had been 4 weeks now without a vehicle. I still got no phone call. At this point, my husband called around 1 P.M. and finally got an answer.
He essentially told my husband that he didn't return my call because I told him we would be taking the car elsewhere and that someone else was supposed to call with the balance for the service. Yet again "someone" was supposed to call us with important information about our vehicle, and NOT ONE PERSON did. He then return called my husband with our balance, which was $173.
Now. I understand that the dealership has no control over whether Nissan honors a warranty or not - this is not what this is about and there is no animosity about that portion of this whole issue. The problem is that our car was misplaced, not one person thought to call and let us know, your service department tried to cover that up with a lie after the vehicle was found and she had already said that someone was supposed to call us, and then your manager (who was supposed to be helping to rectify the situation) stopped communicating completely while our car was still in your possession. The lies, the lack of communication, the fact that THIS DEALERSHIP LOST OUR CAR, and then continued to charge us for the service fee is beyond ridiculous.
Your manager was supposed to be making this right and never actually did anything to do so - just simply made it worse by communicating in the exact same way we had an issue with in the first place. We understand that work needs to be paid for, but we also feel as though you have in no way made this right, had the opportunity to, and completely failed to do so. At first, the service department had only lost our business as we had a great experience buying the car. However, thanks to Mitch, this dealership has now lost our (and everyone we know) business in all forms. Mitch had the chance to make this right and completely dropped the ball.
I assure you that we will be reaching out to Hubler Corporate about our experience, as well as the Better Business Bureau, and leaving reviews everywhere possible. No customer deserves the experience that this dealership gave us, and we will do everything in our power to make sure it doesn't happen to someone again.