Suntrup Nissan - Service Center

The customer service of this company is a disgrace. They have rude women answering the phones. The service department never calls you back and if you have anything but a new car they could care less about y have rude women answering the phones. The service department never calls you back and if you have anything but a new car they could care less about you. They put you on hold forever when you call and did a terrible job with the recall on my pathfinder. They fixed it only half way and there were fumes pouring into my vehicle because they didn't take the time to do a good job and you could see the engine from the steering shaft inside the car. I left two days worth of messages and never got a call back and I call the company 13 times in two days and finally insisted that they physically go into the service department and contact someone. Every person I spoke with was rude except the mechanic Sean who finally answered the phone. Awful service, awful workmanship and rude people. More

Generally very good service. I had already scheduled a service appoint when I learned what the actual problem was so I tried to call to get a price on a part. Was put on hold twice and then told no one w service appoint when I learned what the actual problem was so I tried to call to get a price on a part. Was put on hold twice and then told no one was available and could they take a message. The phone operator was prompt and courteous but I gave up and made an appointment elsewhere. Very difficult to get through to parts and service on the phone in general which is why the online scheduling is great. I understand a busy shop. It would have been helpful if I could have looked up the price online. There are several prices for services given when scheduling on line but no ability to look up specifics even when you have my VIN#, make and model? I imagine it is too complex with room for too many errors. Also, I noticed the repair scheduling stops at 7pm with many days no availability past 5. One thing I tell my friends is how great your service dept is with evening hours until very late. Will this continue? Thanks Bev bevinstl@gmail.com More

Travis is awesome. He helped me with a situation involving a nail in my tire and was able to get me into the service department on very short notice. involving a nail in my tire and was able to get me into the service department on very short notice. More

All I want to know is when did "getting a sale" mean more than "overall customer satisfaction?" I went into this establishment with a trade-in and less than perfect sale" mean more than "overall customer satisfaction?" I went into this establishment with a trade-in and less than perfect credit. I hadn't planned on getting a car that day, just was really weighing my options. I had my mind set on a specific type car until I met Russ. He's a real good salesperson and knows his product. If I had to rate him on product knowledge he would get a 10+. I was convinced to go with a car I knew very little of over the popular car. He really had me to believe he had my best interest at heart. I was sold. It went downhill from that point forward. I had some credit issues that I was working on but my car payment history was excellent, and that’s what he based his decision on (to get me in a car that day). I did drive out the lot that day. What I also got that day was a damaged new car, a very high car note and a response “ that I was lucky to have gotten what I got. What I didn’t get was “my input” into the deal I got. I was never asked if I wanted a car with hail damage (strip vs tinted windows for that matter) or what would I like for my car payments to be so I could be fitted into a car within my budget, none of this was discussed. Now that Russ has gotten the sale he has put me on the back burner, there are loose ends and he is not putting as much effort as to what he put in to get me to love the car and what he put in to get me to leave with car that day. Still waiting on a resolution regarding the hail damage and it’s been a month and a half I had the car. I love my car but would not refer anyone to that dealership. UPDATE: Brett, the general Manager, was on top of my issues with the car and my concerns regarding my experience with the sales rep. Beau was there to assist me when my car came back from being serviced. There was a minor concern but Beau was proactive with this issue as I would expect the team as a whole should be. Overall, I am happy. I was treated very professionally and with respect. Thank you, Brett and Beau. I would refer the both of you to people I know! More

I purchased my car new Nissan from Suntrup. Love the car --but the "sales/service" department is scamming the customers who foolishly purchased the warranty. I tell everyone I can about the refusal to fix m --but the "sales/service" department is scamming the customers who foolishly purchased the warranty. I tell everyone I can about the refusal to fix my AC--even though it was NOT the "Rock hit the condenser" like they reported it to be. The guy said "That is what is always is". When I asked to see where it was damaged, they admitted they had never even taken it apart to see where the problem was. I asked that they take it aprat. They said "That will be $160.00 to diagnos." I agrred. Turned out to be something ELSE that was oddly not covered. Irequested a 2nd opinion and they called the inspecter and TOLD them what the issue was..nice. I had it repaired at another shop--nothing to do with a rock or even their lying 2nd thing! Part failure. Warning to others: Paying an extra 10% for the car due to fake WARRANTY =rip off. I have channel 2 news looking into how wide spread this theft is at this dealership. Shame on Suntrup! More