Three years ago, I gave Mike Smith Nissan Service Center a glowing 5-STAR Review (see below).
Today, I have to change my review to 1-STAR. Its not just because of today’s service, but its the principle and lack of trust from the folks working in the service center. Today I went in and asked for my normal oil change and “free tire rotation”, that was part of the “free tire rotation for life” purchase of 4 new tires a few years back.
Ms Dawn was very professional and courteous and my car was completed within 45 minutes (a record time for them).
After driving away, I determined that my tires were not rotated by observing my “in dash tire pressure display” knowing that my front right tire was at 40lbs and my front left tire was at 36lbs before I went in and that these same air pressure readings were still displaying after I left their Center. I knew these air pressure readings as I had just inflated all 4 of my tires a day earlier and looked at the display and knew I would need to deflate my front right tire back down to 36 soon so it was in line with the other 3 tires.
After getting home, I looked carefully at my dirty, brake dust filled rims and also noticed there were no finger print, smears, images, etc., indicating that anyone had removed, rotated and replaced any of these tires.
I texted Ms. Dawn and let her know what I discovered and my disappointment level. She replied back and said she spoke with the service tech and said the tires were rotated according to him, but offered to rotate them again if I brought my car back in (which I did not do).
It’s not the tires getting (or not getting) rotated that bothers me, it’s the principle of the whole situation. This same thing happened to me once before (due to my suspicions) where I actually numbered my tires with a sharpie before asking them to be rotated and after completion, I discovered they were not rotated. The Service Manager at the time offered me an apology and a free oil change/tire rotation (which I never took advantage of), if I would just give them another opportunity to service my vehicle again.
I purchased my vehicle there at Mike Smith and have had virtually all of my oil changes and services performed on it for the past 6 years or so. When it comes to being able to trust a service center to do the right thing, I have lost my trust in them. I shouldn’t have to be the one wondering if what I ask for and pay for and what my ticket actually says was performed on my vehicle was actually done or not.
Even though the tire rotation was “free”, it should of been done as the ticket says it was. It would be one thing if the Service Center was packed, busy, and they informed me that they could not get to it, but it was not. I arrived around 2:00 in the afternoon and there was only one other customer there, who actually arrived after I was sitting there.
When my car was completed, Dawn failed to give me my complimentary “multi-point inspection” report which they normally go over with me before I check out and pay. I asked about it and Dawn said she would e-mail it to me the next day (which was really odd).
Well the next day came and I texted Dawn about lunchtime asking about my report (which shows it was performed on my ticket). She never replied until I texted her again around 5:00pm, and her response was that she has already sent it to me. I replied letting her know that I never received it and also sent her my correct email address, just in case she didn’t have it correctly. I never received a response. I honestly don’t believe Mike Smith Service Center performed the multi-point inspection that shows on my ticket that it was done.
What else are they hiding and failing to perform when they write it on the ticket as being “completed”?
It’s all about honesty and trust and this Service Center has failed me. They have gone from my hero’s to zeros in a few short years.
3 Years ago, I wrote this:
Great experience this morning at Mike Smith Nissan. I went in for an oil change, came out with a fabulous deal on 4 much needed new tires. Amber informed me on the "Buy 3, Get one For a Penny" Tire Sale, then sweetened the deal by informing me about their current $70.00 Free Rebate with the purchase of 4 tires and then she even handled the entire rebate form and faxed it in for me - she rocks!! These folks also have "the best" cappuccino/latte/coffee machine in SE Texas, free coffee and snacks for all customers!