I just moved to the area from Baltimore and almost immediately, I had to take my Nissan Quest in for service that I just purchased from CarMax October 2020.
We moved to Temple Hills, MD April 2021 and my Nissan Quest has been in the shop at Passport Nissan almost every week since we moved here. It is now September 2021 and Passport Nissan sees my vehicle more than I do!
I was hoping I could find a Nissan repair shop for my Nissan that I could trust and I would have been a loyal customer..
But Passport Nissan on Auth Rd. has lost my trust. My last straw happened over the last few weeks. I was taking my car in because the engine was shaking a lot when I slowed my car down at the light or just slowed it down. I knew the issue was probably my motor mounts because I had the exact issue before with one of my Honda Odysseys.
I also Googled the issue to confirm my suspicions and Google source said if the shaking stops when I put my car in Neutral, it's the motor mounts. And that's exactly how my car responded when I placed my car in neutral.
My background is Information Technology so I don't know cars but I know Technology and I know how to troubleshoot an issue.
I tell you when I have seen my share of incompetent mechanics in the past few years, that's exactly what I mean.
As a woman, I officially don't trust mechanics and I feel like all they are ever trying to do is get more money out of me.
So once I took my van in again for what I was pretty sure was a motor mount issue, I told by Malcolm that the motor mounts probably weren't the issue and could be something else but that the mechanics at Passport Nissan would take a look at my issue.
I was pretty sure it was the motor mounts but I just said OK and left my minivan with Passport Nissan AGAIN..
Then I got a call the next day basically saying that Passport Nissan couldn't fix my car if I didn't come back to ride with the mechanic so they could see what I felt the issue was because they supposedly test drove my Nissan Quest and felt no shaking.
I didn't believe them and I felt I was being lied to. I felt that I was being inconvenienced for something that wasn't necessary. I didn't know how me riding in the car with the mechanic would ensure the issue would recreate itself either.
And after being a loyal customer for 5 months even with my trust wavering of Passport Nissan, I felt like Passport Nissan should know my minivan by now to be able to look under the hood and find the issue without me riding in the minivan with the mechanic.
I also felt uncomfortable because I had never heard of having to ride with the mechanic for them to know what is wrong with the car if I basically told them where to start looking since I had dealt with the issue about 2 years ago. And the fact that Passport Nissan has seen my vehicle so many times. The whole thing just didn't sit right with me or my ex-husband.
I had told Malcolm I would come the next morning then I remembered Covid which added a whole other layer to my concerns. I texted Malcolm and told him that if they couldn't fix my minivan then I would take my Nissan Quest somewhere else.
Malcolm didn't call me for 2 days so then I called Passport Nissan to see if my message had been received and what the status was of my vehicle?
Did they fix it or not fix it?
Suddenly my advisor, Malcolm, said they could fix my car without me riding with the mechanic and Malcolm said they even went ahead and contacted MaxCare and got approval to fix other parts that they said were about to break or go bad that were under my extended warranty.
Which, honestly, Passport Nissan should have did this the last time my Nissan Quest was in their care (about 2-3 weeks prior to this abovementioned visit).
So, Malcolm says my minivan is ready. I pick it up and not only is it not driving a lot better but the engine light is now on when it wasn't there before.
Malcolm tells me that it's not something Passport Nissan caused when I return for the second time in the last week or so.
I thought it was suspicious that my engine light wasn't on before. Passport Nissan replaced my motor mounts and supposedly did some other work and now my engine light is on when I drive off after just getting my minivan back from Passport Nissan (Camp Springs location).
But it isn't Passport Nissan's fault is what Malcolm is telling me.
I always make sure to contact Passpoet Nissan within 24 hours when I see an issue and I just got my vehicle back.
So, Malcolm says he's going to just charge me a flat rate of $300 which is what he should charge anyway because that is my deductible for my extended warranty.
And this is $300 on top of almost $500 I paid about a week ago for the motor mount issue.
Apparently, it is now my solenoids that they didn't notice were bad and are suddenly needing to be replaced.
But I feel that my deductible would have covered the visit if my solenoid was replaced when I brought in my minivan for the motor mounts.
THEN, I get my minivan back today and my engine light is STILL on. My minivan isn't driving any smoother for all the parts that have allegedly been replaced.
And I'm so sick of not having my minivan to drive my kids around, especially with school and their sports activities have started that I'm ready to dump my minivan back with CarMax.
And I will tell you this. The issues with Passport Nissan started way before my motor mount issue but I don't have enough time and space to write all the bad service I have received since I started going to them just 5 months ago when I moved to the area.
It's disappointing because I was hoping Passport Nissan would prove me wrong and be a repair shop I could trust. But once more, I feel I am being scammed and I'm planning to contact CarMax and the Nissan Manufacturer to see what my options are at this point.
I'm a single Mother. I don't have money to be sucked away by some shady auto shop.
I did contact MaxCare and they said they wouldn't charge me for taking my car into any shop for an issue (engine light on) that basically wasn't resolved in the last visit.
That gives me some reassurance that the car industry isn't totally hopeless but I'm rethinking taking my car back to Passport Nissan Marlow Heights off Auth Rd. again.