John Proud

I will preface my review by saying that the experience I went through today at Easterns of White Marsh is not typical. I have not had a negative thing to say about this establishment until now. I scheduled went through today at Easterns of White Marsh is not typical. I have not had a negative thing to say about this establishment until now. I scheduled an appointment earlier in the week for 9am today, so I dropped my car off with John Proud around 830. Fast forward to around 1:30pm and I still have not heard anything about my car. So, I decide to call their service department to get a status update. That's when I meet PAM, the most useless example of an automated assistant. After confirming my details with this machine, I ask to speak to a service representative. So I'm told to wait for a service rep to pick up, and guess what happens? PAM redirects me back to itself. Not pleased. Around 2pm, still no word about my car. So, I decide to get a ride back up to Eastern's to check on my car. When I get there, however, I'm greeted by a lobby full of people with similar issues: No callbacks after dropping off their car for 3-5 hours, final price being different from the estimate, repairs that were okayed but never started for whatever reason, etc. There were two associates in the lobby, John Proud and someone else I didn't get the name of. "Amateur Hour" would be the most accurate term of what these employees were like: getting flustered and dropping/knocking paperwork all over the floor, trying to make excuses for their many mishaps they were creating today. You could tell me now that John and his partner were actually conmen masquerading as Nissan associates, and I would firmly believe you. When it was finally my turn to be seen (after John kept trying to turn away from my gaze and pretend he didn't recognize me, since he was the one I saw this morning), I asked for a status update on my vehicle, since it had been FIVE HOURS since I dropped my car off. After more pretending he didn't know who I was or what car I dropped off, I was then told that my car HADN'T EVEN BEEN LOOKED AT YET! I told him that I dropped my car off around 8:30 that morning, to which he replied that they were short-staffed and couldn't get to it in time. I retorted with "Yes, but I had an APPOINTMENT at 9.", to which he replied "Yes, an appointment for a drop-off." Now, I don't know about you, but when I schedule an appointment with my doctor/dentist/barber/etc., the time we schedule is the time, or at least close approximation of the time, that I am to be SEEN. An appointment time is not a time for me to enter the building and wait for everyone else. Therefore, if my appointment is at 9am, I expect my vehicle's service to start roughly around 9am. Also, I get that illnesses happen which can lead to companies being short-staffed, but they had me in the books for having an appointment at 9am. They should've realized at some point that they were not going to get to my car today, especially since their service closes at 3pm. They should've definitely called to let me know they weren't going to get to my vehicle. John had said that he was going to be there "all day", but the service was going to close in less than an hour at that point. I simply asked to have my vehicle back. Like I said before, this customer service (or in this case, lack thereof) is not typical for Eastern's Nissan of White Marsh, but feel this experience had to be shared. More

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