Herman Rivas | Page 4

Excellent Service Experience From the Services Representative to the service. I have always superb service. I have worked with Mr. Herman Rivas for years and his service has rem From the Services Representative to the service. I have always superb service. I have worked with Mr. Herman Rivas for years and his service has remained excellent. He keeps me informed on the status of my car and he always tells me the truth. Even when the newsis not so favorable he makes sure I receive top notch service. He returns calls when asked to and provides a quality professional atmosphere. Although the other representatives are friendly and courteous my Service Representative of choice is Mr. Herman Rivas. More

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Service Customer service was great. Everyone was nice and willing to help. Couldn’t be more satisfied with the treatment I received. Will continue to bring my Customer service was great. Everyone was nice and willing to help. Couldn’t be more satisfied with the treatment I received. Will continue to bring my truck back. More

by JMRCONTRACTING05 Verified Customer Verified Customer

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Horrible Service Department On June 24, 2017, between 1-3pm, I arrived at Fontana Nissan to have my car inspected. Service Advisor Anthony Laija welcomed me and questioned what w On June 24, 2017, between 1-3pm, I arrived at Fontana Nissan to have my car inspected. Service Advisor Anthony Laija welcomed me and questioned what was the issue. I explained that my AC was not working and was throwing hot air. He explained to me that my car would not be inspected that Saturday, but it would Monday morning. On Monday, June 26, 2017, at 1:15 pm I called Nissan because I hadn't heard anything about my vehicle. Service Advisor Herman answered my call and I asked him what was the status of my car. He wasn't aware of my vehicle, who was my sales advisor who checked me in, and he had trouble locating my vehicle in their system. Herman asked if he could return my call once he found out where my vehicle was in the process. At 1:21 pm, Herman called stating my paperwork got lost "in transit" and that my vehicle was yet to be worked on and that his manager asked him to take over. He then asked to give him 30 minutes to figure out what was wrong with my car. 30 minutes passed by and he had yet to call me back, therefore I took the initiative to call him. At that point, he states a longer diagnostic was needed to find out what was wrong. At 3:50 pm, Herman calls stating I needed a control unit and an ipdm and that neither of those parts would still guarantee my AC from working. The cost of the repairs would be $1250.00 if I didn't need a compressor after repairs which would be an additional cost of $500.00 or I would pay a diagnostic fee of $288.00. I questioned why the repairs were going to be so much and how he wasn't guaranteeing me that my vehicle would work? What's the whole point of a diagnostic? I then asked him to give me time to decide to see if I was financially ready to pay $1250. Today June 27, 2017, I took it upon myself to call the local dealers and ask what their diagnostic fee was. Montclair stated $125 (set fee), Ontario $135 (set fee), San Bernardino $145 (set fee), where did Fontana Nissan get $288, I have no idea. At 12:50 pm, I called Herman and told him that I thought a fee $288 was ridiculous after finding out that other Nissan dealers withing a 30 miles radius were charging less. He quickly responded "well fine I'll be charging you $130 and you can pick up your car today", I quickly noticed his rude change of attitude. At approximately 5:30 pm, I arrived to pick up my vehicle. Service Advisor Andrew Martinez quickly assisted me asking how he could help. I told him I was here to pick up my vehicle and I was requesting a copy of the diagnostic they did. He quickly searched the system and found no notes on my vehicle. He walked over to I'm assuming what was Herman desk to find my paperwork, in which he quickly read a note written by one of your receptionist stating "she was very upset please call". Andrew walked over to a room on the right-hand side where I'm assuming your admins are located asking to see if a diagnostic was done. Shortly after he walked back over just to tell me that they had no notes or diagnostic results on my vehicle. Andrew quickly apologized and asked to leave my vehicle one more time and he would make sure the job got done. As great customer service, Andrew was giving me I was not going to leave my car another day with this huge headache they gave me. How does a dealership have my car since Saturday not work on it until I call, and then try to charge me an arm and a leg for a diagnostic fee giving me answer as "well we still don't know if those parts will fix the situation, if it doesn't it'll cost an additional $500 to fix the compressor". Really? Fontana Nissan management needs to really check their service department customer service, making sure they run an exact diagnostic which will allow them to give accurate information on a solution to a customer's vehicle, and how they are pricing a customer without notes or anything. They have to have stuff on record in order to give any customer a fair estimate. Please reconsider taking your vehicle to Fontana Nissan. I can assure you any other dealer would be cheaper and more concerning of their customers. More

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