Nissan of Lebanon

Nissan of Lebanon responded

Hello Ray, Key automotive always strives to provide the highest level of customer service to all of our customers. The automotive industry is constantly changing leading to advancement of our service tools and equipment. Much like the vehicles that we service, the tools used become more complex each year. This is intended to ensure maximum accuracy and best possible results when completing service work. This also means that dealers encounter the occasional down-time on certain equipment and we rely on the service network of the equipment companies to make fast and efficient repairs. Since this does occur from time to time, the Key group has contingency plans in place to allow for uninterrupted service to our customers by working with our other local dealers to share equipment during down times. This was to be the plan during your visit and we would have used our sister store’s facility to compete your alignment. However, as we discussed, the alignment was not able to be completed due to a deficiency in your vehicle’s steering/suspension system that required special ordered parts and a return visit. I am sorry that your vehicle repairs were unable to be completed as scheduled, but this was not a result of our ability to accommodate, but rather the status of the vehicle upon arrival. We look forward to assisting you with the necessary repairs on the vehicle as discussed and completing the alignment at your convenience.

Nissan of Lebanon responded

Hello. Thank you for taking the time to express your concerns that arose during your recent visit. For a bit of background, each and every routine maintenance at our dealership includes a Courtesy Multi-Point Inspection. This is involves the technician taking a few moments to evaluate any safety or maintenance needs the vehicle may have. Upon completion of the MPI, we take time to share the results with each customer. Some items are urgent, where others are noted as needing future attention. This policy is set by Nissan and adhered to by our dealership for the simple reason that we take strict accountability for the safety and reliability of each vehicle that we service. If we inform you of the state of you vehicle, it empowers you as an owner to make the choices that will ensure long term satisfaction and safety. Many drivers do not have the opportunity to take an in-depth look at their vehicle's needs on their own, which is why we feel it is important to do so while the resources are available and the car is on a lift for service. We are sensitive to the fact that the amount of time since you purchased your vehicle has not been long, however it currently has 100,000 miles which is a milestone in ownership for many maintenance and wear needs. Our staff is trained to provide all options to a customer and not pressure them into an expensive repair prior to providing alternatives. Our recommendation to consider trading towards a newer vehicle is generally offered when a customer has an objection to the proposed repair costs or the value of the vehicle. The service department staff do not benefit from you potentially purchasing a new vehicle which highlights the fact that our team works in your interest, rather than their own. Each customer is different as is their relationship with their car, however we feel it is necessary to inform patrons rather than forcing them into a decision that might not best suit their wants and needs. Because we strive to help educate our customers and assist in making the right choices for their vehicles, it comes as an extra potent blow to be accused of dishonest business as you have in your review. The fact is that no individual who would practice such sabotage as you have implied would ever have a job in our organization. We pride ourselves on integrity and full transparency. Returning to the specifics of your visit, the power steering gear on your car was noted as having free play during the MPI which can be observed with the suspension unloaded and alternating pressure is placed on the front and rear of each front tire. The specified tolerance for free play in a Nissan steering gear is zero. This means that the moment any end play is noticed, there is an internal failure which mandates the replacement of the component. The fact that an outside "independent mechanic" did not agree with our findings does not mean that the information we provided was incorrect, but rather raises questions of their credibility. If you would like for us to physically demonstrate the failure to you, please return at your convenience and we will gladly show you exactly where the deficiency exists with the component at no charge, but in the meantime I would recommend a different "independent mechanic" for your own safety.