Kelly Nissan of Route 33 - Service Center

Will NOT be stepping into the doors of kelly Nissan anymore I’ve been a customer with kelly Nissan for almost a decade. If you had asked me before I would have said nothing but wonderful things about kelly Niss I’ve been a customer with kelly Nissan for almost a decade. If you had asked me before I would have said nothing but wonderful things about kelly Nissan in the past. With where I stand today, they have lost my business and respect as well as everyone I know because I will be using the most powerful thing I ever learned about working in retail, word of mouth. I’m extremely upset with this dealership as my car was inspected at the end of last year (2018) and one of the service advisors I always worked with (heather) had said my car was in absolutely impeccable condition for being a 10 year old car minus the tiny scratches in the paint here and there. Fast forward a few months to just before Easter of this year (2019) I took my car in for routine maintenance (oil change, alignment, etc and expressed some concerns about my car as well such as a rattling noise I was hearing in my front end, A brake pad or something holding up and a few other things like my transmission not working properly. The said they looked the car over and assured me everything was fine, that they had fixed the rattling, said it was just a loose plastic piece I lost a clip they replaced it etc. I got my car back drove it for a couple days, on Easter weekend I had to work so I drove my car to work, calling my now husband when I arrived telling him I had felt like something wasn’t right. He told me when I got out of work to take it back to kelly before we left for a road trip to have them look at it. when I got out of work I did just that. They put my car up on a lift stating that the noise I’m now hearing is because my passenger side control arm needs to be replaced, they weren’t sure how safe it was to drive with my young son on the highway and they gave me a loaner which I had for the weekend because they couldn’t start the work on my car until Monday. They had called me Monday or Tuesday and had asked my permission to keep my car an extra day just to make sure everything was proper. I gave the okay and the next day picked my car up. Now I’m driving my car again going to get back on the highway and my car won’t properly accelerate. I tell my husband about this yet again and he comes to check my transmission fluid level and other fluid levels to make sure everything is okay. The transmission fluid wouldn’t register on the dip stick at all. Not while the car was running or while it was off. I called AAA and now had it towed back to kelly because I didn’t want anything to happen to my car as my husband is a disabled veteran and we have a tight income. They again look at my car claiming the fluid levels were only a little low and had said that when the control arm was done if they pull it away from the axel it can leak the trans fluid which a tech that works for kelly had confirmed along with rich one of Kelly’s service advisors. Now my husband has a good deal of knowledge when it comes to engines and cars as he’s messed with them since he was only a boy. So he knew pretty much what they had to do to replace my control arm and how any fluid would have leaked from my transmission. Anyone that visits kelly knows they are supposed to do their “multi point inspection” which includes CHECKING FLUID LEVELS! Once I found out all of what was going on and had been driving my car around normally, and the service department trying to claim that they were not to blame for the whining noise my transmission is now making, I took it upon myself to call Nissan consumer affairs to get someone’s attention thinking maybe they would help me. Nissan took my car back once again to inspect every inch of my car after opening a report with consumer affairs and gave me another loaner to drove around. They had my car for almost an entire week, claimed they drove it all over and the only thing they will agree upon is that my transmission does whine when it heats up and it’s definitely not supposed to do that and both Jon the service manager and whatever tech was working on my car said that I should drive it until it blows and it’s not drive-able anymore. they refused to do anything such as admit that one of their techs messed up and that mess up caused my transmission to now have damage. Please note my transmission was already replaced in this vehicle because the original had a bad one in it. Now what are honestly my odds of having not one but two bad transmissions put into my car? I only ever serviced my car with kelly minus a few oil changes my brother had done for me. I called consumer affairs yet again after Jon retracting his statement of admitting my transmission is not supposed to whine. Now he says he never said that there was anything wrong with my transmission. Consumer affairs advised me to keep the loaner vehicle for one more day while they reached out to kelly to try to get to the bottom of Jon’s statements not adding up. I called Jon to tell him this and he had actually yelled at me telling me I better pick my car up they won’t keep it and if I didn’t bring the loaner back by the end of the night he would be charging me 35 dollars a day for it when consumer affairs were the ones who advised me to keep the loaner. Now I refuse to give kelly anymore money at this point after all of this, so I returned the loaner even if people such as Jon don’t know what good customer service is and having the decency to admit their mistakes and being willing to fix them. Jon was also rude enough to hang up on me, and the receptionists at kelly claim that the main manager of their entire lot refuses to deal with customers. Kelly needs to learn what good customer service is, and this is definitely not it. I’m taking my car to get a second opinion and Jon refused to give me a signed statement telling me my car is completely safe to drive at 65 mph on the highway with my child in the car. To top this all off, when I walked in to get my keys from the receptionist and return the loaner keys Jon was standing by the receptionist and saw my face gave me a sly look and turned around to walk away. I would give this dealership another chance if they would just be willing to admit their faults and make their mistakes right. Someone I would love to give thanks to though is mike royer and heather Ardle. They are wonderful service advisors and really care about the customers that walk up to their desk. More