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Priority Nissan Newport News - Service Center

2.3

57 Lifetime Service Reviews

12925 Jefferson Ave, Newport News, Virginia 23608

57 Reviews of Priority Nissan Newport News - Service Center

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October 18, 2018

"Service dept disappointing "

- ontheroad

This Priority dealership is closer than the Priority Honda in Hampton so we have used it a couple of times for basic services such as oil changes, state inspections, and tire rotations. Unfortunately, they took over 3 hours for a scheduled oil change. This has been consistent with our service visits. They seem nonchalant and not concerned with customer satisfaction. This location also does not offer the amenities that the Hampton Honda dealership has. After this last service appt, we will make the trek for better service and it will take less time, even with a 30 min drive the Hampton.

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Recommend Dealer
No
Employees Worked With
Daniel Ortega, Cyrus
September 25, 2018

"Nothing But Trouble"

- abern13

A month a go I brought my car into the dealership due to it over heating and stalling, they misdiagnosed the problem as my vehicle needing a coolant flush. Charged me 245$ now a month later the problem began again and has worsened, I have the vehicle towed to the dealer and receive a call saying my thermostats need to be replaced and was told it would be around 740$. At this point I decided to have a friend fix the vehicle. I made sure to call the dealership early enough(around 10am) in the day to let them know someone would be picking the vehicle up, the gentlemen I spoke to was nonchalant, unfortunately I was unable to get his name. I told him that someone would be picking up my car he asked who the service advisor was I told him it may have been Daniel but I wasn't one hundred percent. He said okay, I had to ask if he needed to take a name for the vehicle pick up, he just asked for my last name and that was the end of our call. 4pm rolls around the person arrives to pick up my vehicle and the service advisor he spoke to (Daniel) told him the car was still in pieces and that I had never called to decline the service. I then had to call the dealership to speak to a manager being that this was a major set back my vehicle was supposed to be done and back on the road today but because of their lack of communication and poor customer service it is not. Upon calling the dealership I was sent to scheduling who then sent me to sales who placed me on a near 30 minute hold then transferred me back to service, all for them to tell me the service manager was gone at 530pm when closing is at 6pm. I attempted to call the dealership several times prior to going back, with my work schedule I wasn’t able to get there until Friday. I spoke to Daniel myself he essentially talked in circles around the issue, I mentioned there calls being recorded and asked him to pull the Tuesday morning call. He told me only the outbound calls are recorded and that he would bring the incident up in his morning meeting but he’s sure that no one will own up to it. He then continued on to state that they’re getting my vehicle put back together and that I owed a 91$ fee for the tow. I informed him that I was told the tow would be free he then stated that only applies if the work is done in-house. Which I was unaware, I could have gotten a free tow from my insurance company but chose to use there vendor since it was free also. Daniel then went in to tell me that I was not eligible for priorities for life in the first place (though I’ve been using priorities for life benefits for 3 years since I purchased my vehicle and no one has batted an eye one time). At which point I asked to speak to another manager. He told me that the manager was in a meeting and that he would provide him with my information and have him call me. The manager never called, I called the dealership several times after this and he conveniently was out of the office or in a meeting every time. Which brings me to Friday evening now a full week that priority Nissan has had my vehicle. I show up to the dealership around 5pm ask to speak with a service manager. He’s in a meeting of course so we wait for about 20minutes just standing in the service lane. Finally they take us back to the managers office Jay. Initially the conversation was simple I explained the situation and what I felt needed to be done. Jay basically stated that I got lucky because they had let me use the priorities for life features for so long but I am no longer eligible so I needed to pay the 91$ I asked him why I was being penalized because of his employees mistake? Never once did I come to this dealership stating I had priorities for life I was told that I did by a service advisor. He then went on to make it seem like he’d done me a favor by allowing me to use the service for so long as well as not charging me for the diagnostic and began threatening to take me to court to pay for the “free” oil changes and the “free” towing. The entire conversation changed to him talking down to me like I was child and repeatedly threatening to sue me. There was no reconciliation. At this point I was so appalled that i just paid the 91$ took my vehicle and left. I have never felt so disrespected by a member in customer service in my life. They claim to have the “best” service department but this how you treat people?

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Recommend Dealer
No
Employees Worked With
Jay Bussey
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Daniel - Assistant Manager
September 22, 2018

"Bad customer service"

- Mary

I went to a dealership because of an airbag recall. They replaced the airbags now battery won't charge and they refuse to accept responsibility

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Recommend Dealer
No
Employees Worked With
Cindy Dycus and Daniel something
August 19, 2018

"No service from the service center"

- carguy, janet123

I was told I needed a tune up that I really did not need. How can you trust this dealership when they lie about your service?

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Recommend Dealer
No
Employees Worked With
Jay Bussey
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
James Everett
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
May 12, 2018

"Go elsewhere"

- Yellowbr

Out of the many car dealerships on the Peninsula, please save yourself time, energy and frustration by going elsewhere. We bought a car but only after negotiating for several hours. And, even then, we waited to sign paperwork and hear countless sales pitches about additional unnecessary items. Service is just as bad...even when you have an appointment, you wait. No respect for customer's time. The employees aren't friendly or even nice, waiting areas are uncomfortable and prices are inflated. They treat you as if they are doing you a favor. Thinking of trading in the car just so we don't have to deal with them again.

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Recommend Dealer
No
Employees Worked With
Daniel Ortega
May 03, 2018

"Great Service"

- Litl Lam

Priority Nissan has always given me good service, but recent service on my older car of eleven years has been unsurpassed due to their service rep James Everett. I was never just a number with James; he is a true gentleman and sincerely cared about my concerns over major car repairs. James went the extra mile in coordinating with the mechanics and me to ensure the repairs were affordable and timely. Thank you, Priority Nissan, for James! Thanks also to head mechanic and rental car assistant. . .

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Recommend Dealer
Yes
Employees Worked With
James Everett
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Racheal Walton
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
April 08, 2018

"Great service"

- Carguy7618

I have both my Nissan's serviced here and couldn't ask for a better visit...thanks to James Everett and Daniel Ortega..great job guys!

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Recommend Dealer
Yes
Employees Worked With
James Everett
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Daniel Ortega
January 06, 2018

"It was UNCALLED FOR & STAFF UNAPOLOGETIC"

- KAREN BOONE

On 12/16/2017, I had a SCHEDULED APPT. to have my oil changed, tires rotated, etc. After taking my car to the back, a man comes out to tell me they don't have a filter for my car & nees to get it from Priority Toyota Hampton & that I would be there about 90 minutes (no problem). Well, an hour after that 90 minutes passed & still noone came to say anything to me, so I went & asked; the young lady asked the technician, who in turn said he would check to see if the filter was there. Why don't you already know 2 hours after the fact if the filter is even here; it was there, I guess it was good I got up and asked!!!! Another WHOLE HOUR LATER they finish my car; noone apologized for ANY INCONVENIENCE; I WAS THERE 3 HOURS FOR AN OIL CHANGE!!! I go to my car, no car keys, they had to look for those; I pull off and the maintenance light IS STILL ON!!!! At this point I am beyond upset & noone will answer the phone at their shop!!!! I realize this will not do any good and if I get a response it will be the same sorry one I have seen them send to others on their website to just contact the manager!!!!!

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Recommend Dealer
No
Employees Worked With
Service Advisor - Daniel Ortega
November 05, 2017

"Exceptional!!"

- Nina

James Regan had my car taken care of for me with no sweat off my back. I called him to check about my oil changes and tire rotations and also the chip in my windshield. He went above and beyond to arrange getting it into the shop for me promptly. When I received my car it was detailed to perfection, and looked better than new- much better than any other detailer I had ever taken it to. Thank you James for always going above and beyond, and to Wade for your superb attention to detail *pun intended*!

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Recommend Dealer
Yes
Employees Worked With
James Regan
August 28, 2017

"Came for a recall and left with problems"

- Radiator Con

I wish that I was able to give a 0, but that's not possible. Made an appointment for a recall on my 2003 Maxima passenger's airbag. And left out with and estimate of $3,900+ for something else. Not sure how long does it take for an airbag replacement but I was in and out within 2 hrs. Within that time the so call bogus mechanic decide to give me a " courtesy check" on my car that I never ask for. My mechanic at the car dealership insist that I bring it to a Nissan dealer while I'm waiting for the ok of the ac compressor to be fix by the finance people. While waiting in the lobby the guy came up with numerous of papers about my car and that it needs to be taken care of before inspection. How in the devil that you did something without my permission? He further explain that my radiator was leaking from both side and he smell it. Of course you smell if because something happen from the time that I pulled in and gave y'all the keys to fix a recall. He farther explains the other issues and told me to sign off indicating that he inform me about it. KEEP IN MIND THAT I CAME IN THERE FOR A RECALL BECAUSE MY DEALERSHIP TOLD ME TO. I ask the guy can he tell me why my car is making that noise. He said that they didn't check for that. So why in the xxxx everything else was check? When I went home and pulled into the lot. I can smell my radiator now. I took my car back to the dealership that s financing my car and had them to look at that nonsense that was given to me on paper. They couldn't believe the extreme prices and when he look under the hood he indicating that they had to put too much pressure to the radiator which causing it to leak out. I'm a security officer and drives my car from Williamsburg to the Newport Shipyard garage every day. Now I can't do anything. MAGGIE calls me back to read what the paper said that ive received also. I told her she didn't see or work on my car so don't tell me that nothing wasn't used on my car. She stated that the tech wouldn't have gotten my permission to do a diagnostic test. That's a lie. xxxx I didn't give them permission to do nothing else but my recall. Now I have to rent a vehicle to get to work because it's worst now. Have my car towed to my dealership because Priority ignoring my call. And wait on my lawyer to handle this matter because the facts speaks for themselves. I went in for a airbag recall and left out with radiator damage. It don't make no since when dealerships mess your car up and not held accountable for their actions.

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Recommend Dealer
No
Employees Worked With
Maggie
1
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