Gerard Spence | Page 2

I have been going to Maus Nissan for 5 years now. I am very impressed with their great customer service. I am very impressed with their great customer service. More

by JFLETCHER0766 Verified Customer Verified Customer

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My main complaint is regarding poor communication. I dropped off my truck on Sunday night for a Monday morning appointment to get AC checked for leaks as the air was not cooling down. This same issue I dropped off my truck on Sunday night for a Monday morning appointment to get AC checked for leaks as the air was not cooling down. This same issue happened last year. On Monday, I called at 3:30 for an update as I had not heard anything. I was told that my service advisor had left for the day. A different advisor checked the status and said the leak was verified and the part was ordered. I was alsi told that they need to keep the truck and would provide a loaner. I had only an hour left in the day to get to the dealership to get the loaner. I would not have made it had I not called. I called around noon on Tuesday to find out they were waiting for me to reply to the additional 14 recommended maintenance items. I declined all and was told that the warranty work should be completed by end of day. I heard nothing. I called on Wednesday morning and my advisor was once again not available. I was told by a different advisor that the part was on order and should be in later that day. I thought it had been delivered and being installed on Tuesday. The work was finally completed on Thursday. I appreciate the loaner, but I needed my truck and had no idea it would be 4 days to complete the work. Communication is everything when it comes to customer satisfaction. I never had a problem when my service advisor was Katrina for the past 8 years. More

by BISCUIT57-2 Verified Customer Verified Customer

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